Service Desk Analyst

Tyto Athene is seeking a Service Desk Analyst I to support our customer in Fort Sam, TX. The Service Desk Analyst will serve as the first point of contact for our Company and our customers’ day to day IT related requests in a 24/7/365 call center environment. This position could support one, or both, of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support.

This position will be based at the customer site in Fort Sam, TX. The position is currently hybrid provided that the candidate has sufficient space in the home and High-Speed Internet and can get to the local CBP office within an hour. At any time, candidate may be asked to report back to the office in person full time.

Responsibilities

• Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to email messages, web inquiries, and or phone calls for customers seeking help.
• Logs all request into the Government tracking system (ServiceNow)
• Adds new users to the network and specifies their directory structures and system access, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues, and maintains LAN and internet connections.
• Troubleshoots hardware and software problems, assists users with desktop applications and provides user training.
• Utilizes support applications to track user requests from trouble ticket generation to resolution.
• Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
• Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
  
  
  

Required

• Must be a US Citizen
• Must pass a DHS/CBP background Investigation
• High School Diploma
• Working knowledge of basic hardware and software systems
• Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
• Basic remote troubleshooting skills and the use of remote troubleshooting applications
• Strong customer service focus w/ excellent listening skills
• Candidate must be self-motived, detail-oriented with a keen ability to multi-task
  
  
  

Desired

• Certificate in Computer or IT related area of study or equivalent
• One to two years industry experience, support center or helpdesk
• MCSA (Microsoft Certified Systems Administrator)
• A Certification
• Multilingual (Spanish, English) a plus
  
  
  

This role is classified as “Essential.” A brief explanation Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which ensure the continuity of vital medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.

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

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.
  
  
  

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.