System Analyst

The successful candidate will join a mature technical project as a Systems Analyst under the leadership of the IT Support Supervisor. The candidate will be responsible for providing helpdesk support at the Pentagon in Washington, DC.

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 Joint Service Provider (JSP).

Responsibilities:

• Respond to and track user inquiries about system operation and application usage.
• Address software and hardware problems
• Diagnose and resolve computer related problems
• Answer 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 peripherals
• Receive and log customer calls via telephone, self-service tickets, walk-in and e-mail
• Perform remote analysis of reported problems and take actions as appropriate
• Initiate, follow-up and track warranty actions
• Be the first line of defense for security issues
• Log all requests into the Remedy or ServiceNow ITSM
• Escalate problems to other support personnel when a problem is not easily identified and/or corrected in a timely manner
• Follow up with customers to ensure issues have been resolved
• Patching of cabling to provide connectivity to end points

Education and work experience:

• Associate degree or higher in Computer Science or IT related field or equivalent
• 1-2 years industry experience, support center or helpdesk
• Security+ Certification desired or 6 months to obtain
• Microsoft certification desired but not required
• Working knowledge of networks and server/pc architecture

Clearance:

• Must have an interim secret clearance, or secret clearance to start

Equal Opportunity Employer: Disability/Veteran

About Tyto Athene

Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and 'As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.