Help Desk Technician

Description

Tyto Athene is searching for a Help Desk Technician to support a healthcare customer for a newly awarded contract in Atlanta, Georgia. The Desktop and Helpdesk support will perform user account administration, client computer imaging, setup, software installation, patch management, and peripheral management to include printers, plotters, and monitors. The Contractor shall be capable of performing the tasks & / or possess the skill sets listed below :

Responsibilities :

Track and report on all opened tickets and provide status updates and indication of proper assignment. Additionally, Candidate will generate monthly data reports detailing opened tickets and providing status updates for any / all ongoing issues and projects.

Install, Configure, maintain, and troubleshoot client computer systems and peripheral devices.

Perform user account administration and maintenance in accordance with STIM guidelines.

Perform client computer imaging, setup, software installation, and patch management.

Diagnose, troubleshoot, and correct client connectivity problems.

Monitor and mitigate client computer vulnerabilities.

Provide effective customer communications.

Manage inventory of automated assets.

Monitor the helpdesk phone and ticket queue 8x5.

While on duty, acknowledged Helpdesk Support tickets within 30 minutes.

Take action on critical tickets within 24 hours.

Take action on normal tickets within 72 hours.

Maintain detailed documentation for system designs, configurations, processes,and service records.

Collaborate with cross-functional teams to support IT infrastructure projects, providing expert guidance and technical leadership.

Ability to participate in a 24 / 7 / 365 on call rotation.

Organized, detail-oriented, and excellent problem-solving skills with the ability to work independently or as part of a team.

Capability to troubleshoot and resolve LAN / WAN connections, performance / throughput issues, and other related network problems.

Strong communication and documentation skills, with the ability to explain complex technical concepts to non-technical stakeholders.

Analyzes development and implementation requirements and makes appropriate modifications to existing systems and prepares specifications based on customer requests.

Qualifications

Required :

Bachelor's Degree & 8 years of experience

Possess knowledge & / or familiarity with security hardening framework standardsand regulations from Center for Internet Security (CIS) Control 4, NationalInstitute of Standards and Technology (NIST) Special Publication 800-53Revision 5, and Defense Information Systems Agency's (DISA) SecurityTechnical Implementation Guides (STIGs).

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-GA-Atlanta

ID 2025-1565

Category Cybersecurity

Position Type Full-Time