Service Desk Technician

Tyto Athene is searching for a Service Desk Technician under the leadership of the IT Support Supervisor.

The candidate will be responsible for providing helpdesk support to the Army at the Pentagon.

The candidate will provide end user support services for VIPs and staff to ensure secure and continuous operations of various business applications.

Must have good communication skills and patience.

This will include on-site and remote support services.

The IT Support service team receives calls on standard Microsoft office automation tools, hardware, software, and network problems, to include but not limited to access & security problems, remote access issues, on-line related training issues, and problems with business applications.

The candidate will provide management and support for IT hardware and software assets on behalf of Government customers to include, inventory management, asset tracking, asset deployment, software & hardware license management and asset disposal.

The IT Support Service team serves as a direct liaison between ASA (FM&C) end users and DISA Joint Service Provider (JSP) helpdesk and the Army Helpdesk.

Responsibilities:Respond to and track user inquiries about system operation and application usage.Address software and hardware problemsDiagnose and resolve computer related problemsAnswer questions about/handle problems relating to software to include, but not limited to, the Microsoft Office 365 Suite, Antivirus products, web browsers, Adobe, etc.Prepare and install new hardware, i.e.

PC's, printers and other peripheralsReceive and log customer calls via telephone, self-service tickets, walk-in and e-mailPerform remote analysis of reported problems and take actions as appropriateInitiate, follow-up and track warranty actionsBe the first line of defense for security issuesLog all requests into the Army Enterprise Service Management Platform (AESMP) which uses ServiceNow - ITSM.Escalate problems to other support personnel when a problem is not easily identified and/or corrected in a timely mannerFollow up with customers to ensure issues have been resolved Required:Associate degree or higher in Computer Science or IT related field, or trade school1-2 years industry experience, support center or helpdeskSecurity+ Certification desired or 6 months to obtainMicrosoft certification desired but not requiredWorking knowledge of networks and server/pc architecture Clearance:Must have an interim secret clearance, or secret clearance to start Compensation:Compensation is unique to each candidate and relative to the skills and experience they bring to the position.

The salary range for this position is typically $70K-$75K.

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, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave