Tyto Athene, LLC

Systems Analyst

Tyto Athene, LLC

full-time

Posted on:

Location Type: Remote

Location: Remote • Virginia • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Respond to and track user inquiries about system operation and application usage.
  • Address software and hardware problems.
  • Apply knowledge of installation and configuration of PC based computer hardware including modems, LAN/WLAN cards, CD ROM drives, hard drives, expansion cards.
  • 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.
  • Field/prepare and install new hardware, i.e., PC's, MACs, printers and other peripherals.
  • Receive and log customer calls via telephone, voice, self-service tickets, and electronic 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 ServiceNow ITSM.
  • Escalate problems to other support personnel when a problem is not easily identified and corrected in a timely manner.
  • Follow up with customers to ensure issues have been resolved.
  • Patching of cabling to provide connectivity to end points.
  • Switch port configuration and troubleshooting.

Requirements

  • Associates degree or higher in Computer Science or IT related field or equivalent
  • Industry support center or help desk experience
  • Working knowledge of networks and server/pc architecture
  • ITIL Foundations Certification desired
  • Microsoft certification desired but not required
Benefits
  • Health/Dental/Vision
  • 401(k) match
  • Paid Time Off
  • STD/LTD/Life Insurance
  • Referral Bonuses
  • professional development reimbursement
  • parental leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
installationconfigurationdiagnosistroubleshootingnetworkingserver architecturePC architecturepatchingswitch port configurationremote analysis
Soft skills
customer serviceproblem solvingcommunicationfollow-upescalationfirst line of defensetrackinglogging
Certifications
Associates degree in Computer ScienceITIL Foundations CertificationMicrosoft certification