Systems Analyst

Description

Tyto Athene is searching for a Systems Analyst to serve as a resource on the DAU Customer Service Team with on-site support required at the West Campus Location in San Diego, and remote support services for DAU Regional Locations in Fort Belvoir, VA, Huntsville, AL, Dayton, OH and Patuxent River, MD. The Service Desk Team provides a mixture of Tier 1.5 and Tier 2 desktop support to DAU 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 DAU 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 DAU satellite locations (Hill AFB, UT, Los Angeles, CA, and Port Hueneme, CA) is required.

Responsibilities :

Respond to and track user inquires 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, walk-in 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.

Qualifications

Required :

Associates degree or higher in Computer Science or IT related field or equivalent.

3+ years industry experience, support center or help desk.

ITIL Foundations Certification desired.

Microsoft certification desired but not required.

Working knowledge of networks and server / pc architecture.

About Tyto Athene

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 :

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 #TeamTyto?

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.

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Location US-CA-San Diego

ID 2025-1524

Category Information Technology

Position Type Full-Time