Tyto Athene is searching for a Systems Analyst to serve as a resource on the Customer Service Desk Team for remote support services for all customer regional locations. The Service Desk Team provides a mixture of Tier 1.5 and Tier 2 desktop support to customer faculty, staff, and classroom environments, and receives calls on standard office automation tools, hardware and network problems, access and security problems, remote access issues, on-line related training issues and problems with applications. Support for customer personnel and students is currently provided 12X5 (M-F 0600-1800 for staffed services) through a variety of methods to include telephone assistance, email correspondence, direct customer contact, and onsite visits. Occasional travel to customer satellite locations is required.

Responsibilities:

• 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.

Required:

• 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.

Desired:

• ITIL Foundations Certification desired.
• Microsoft certification desired but not required.

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.