Job description
What You Will Be Doing
TheHelp Desk Specialist provides 24x7 Help Desk support as defined by first response/Tier 1 support.
TheHelp Desk Specialist provides 24x7 Help Desk support as defined by first response/Tier 1 support.
- Rotating Shift work position with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users
- Provide health and status monitoring, and taking appropriate measures when a service outage occurs.
- Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
- Document and communicate outage information to co-workers and customers
- Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
- Document all communications in a ServiceNow ticket system, escalate tickets as needed
- Provide basic instructions on how to use services to both external and internal customers
- Troubleshoot customer accounts and users' ability to logon to the collaboration environment
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
About Tyto Athene
Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and 'As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.
Requirements:
Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and 'As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.
After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise.
Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward potential, innovation, and teamwork. If you would like to unleash your creativity and your career - it's time to join Team Tyto!
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