Description
Tyto Athene is seeking a
Service Desk Analyst I
to support our customer in
Springfield, VA .
This position will be based at the customer site in
Springfield, VA . The position is currently hybrid provided that the candidate has sufficient space in the home and High-Speed Internet and can get to the local CBP office within an hour.
At any time, candidate may be asked to report back to the office in person full time.
Responsibilities:
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to email messages, web inquiries, and or phone calls for customers seeking help.
Logs all request into the Government tracking system (ServiceNow)
Adds new users to the network and specifies their directory structures and system access, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues, and maintains LAN and internet connections.
Troubleshoots hardware and software problems, assists users with desktop applications and provides user training.
Utilizes support applications to track user requests from trouble ticket generation to resolution.
Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Qualifications Required:
Must be a US Citizen
Must pass a DHS/CBP background Investigation
High School Diploma
Working knowledge of basic hardware and software systems
Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
Basic remote troubleshooting skills and the use of remote troubleshooting applications
Strong customer service focus w/ excellent listening skills
Candidate must be self-motived, detail-oriented with a keen ability to multi-task
Desired:
Certificate in Computer or IT related area of study or equivalent
One to two years industry experience, support center or helpdesk
MCSA (Microsoft Certified Systems Administrator)
A+ Certification
Multilingual (Spanish, English) a plus
This role is classified as
“Essential.”
A brief explanation: Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which ensure the continuity of vital medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.
About Tyto Athene Compensation:
Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
Benefits:
Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.
Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide. At Tyto Athene, we foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto? Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.
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Service Desk Analyst I
to support our customer in
Springfield, VA .
This position will be based at the customer site in
Springfield, VA . The position is currently hybrid provided that the candidate has sufficient space in the home and High-Speed Internet and can get to the local CBP office within an hour.
At any time, candidate may be asked to report back to the office in person full time.
Responsibilities:
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to email messages, web inquiries, and or phone calls for customers seeking help.
Logs all request into the Government tracking system (ServiceNow)
Adds new users to the network and specifies their directory structures and system access, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues, and maintains LAN and internet connections.
Troubleshoots hardware and software problems, assists users with desktop applications and provides user training.
Utilizes support applications to track user requests from trouble ticket generation to resolution.
Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Qualifications Required:
Must be a US Citizen
Must pass a DHS/CBP background Investigation
High School Diploma
Working knowledge of basic hardware and software systems
Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
Basic remote troubleshooting skills and the use of remote troubleshooting applications
Strong customer service focus w/ excellent listening skills
Candidate must be self-motived, detail-oriented with a keen ability to multi-task
Desired:
Certificate in Computer or IT related area of study or equivalent
One to two years industry experience, support center or helpdesk
MCSA (Microsoft Certified Systems Administrator)
A+ Certification
Multilingual (Spanish, English) a plus
This role is classified as
“Essential.”
A brief explanation: Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which ensure the continuity of vital medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.
About Tyto Athene Compensation:
Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
Benefits:
Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.
Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide. At Tyto Athene, we foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto? Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.
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