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 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 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 manner
• Follow up with customers to ensure issues have been resolved

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