Systems Analyst

Tyto Athene•San Diego, CA

11d•Onsite

About The Position

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.

Requirements

Associates degree or higher in Computer Science or IT related field or equivalent.
3+ years industry experience, support center or help desk.
Working knowledge of networks and server/pc architecture.

Nice To Haves

ITIL Foundations Certification desired.
Microsoft certification desired but not 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.