Systems Analyst

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, online training issues and problems with applications.

Support for customer personnel and students is currently provided 12×5 (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.

• 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 Service Now 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.

• 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.

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.

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.

US‑Remote

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 believe that success starts with our people. 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 #Team Tyto?

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.

Submit a Referral