Description:
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.
Tyto Athene is searching for a Help Desk Lead, SME supporting the Department of Defense (DoD) at USAREUR-AF (United States Army Europe & Africa) in Grafenwöhr, Germany.
Responsibilities:
- Maintain expert level knowledge of applicable help desk policies, procedures, and incident response plans and the systems, equipment, and software being supported.
- Lead all customer user service desk requirements IAW the EMITS II performance works statement (PWS).
- Maintain, analyze, troubleshoot, and repair personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone.
- Provide Tier 1/2 level support to users in resolving problems using service desk center tools. Support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and above baseline COTS and GOTS applications.
- Triage and troubleshoot incoming issues and work with other teams as needed to identify root cause and resolution. Ensure tickets are addressed within identified Critical Success Factors (CSF) and in alignment with ITIL best practices.
- Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required. Assist in the creation and maintenance of documentation and SOPs.
- Demonstrate problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing the efficient use of computing resources. Other duties as assigned.
- SME with enterprise service management platforms such as ServiceNow and/or BMC Remedy used by USAREUR-AF mission partners to streamline and automate IT and business processes.
- Communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.
- Lead the Enterprise IT Help Desk Team and provide IT customer service operations regarding issues or support required for end users.
- SME knowledge of help desk processes and procedures and the systems, equipment, and software being supported.
- Applies fundamental concepts, processes, practices, and procedures to support call center services/incident reporting and conducts first call resolutions in support of assigned MP/organization Help Desk services.
- Monitors and manages incidents (Tier I, II, & III) within the incident management process for restoration of IT services.
- Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM tools, and walk-in requests.
- Participates in managing walk-in usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services.
- Conducts laptop checkout.
- Possesses and applies expertise on multiple complex work assignments.
- Effective communicator for Help Desk methodology and presenting solutions to problems.
Required:
- US Citizen and currently holds a Top-Secret Clearance with eligibility for SCI.
- MS/MA/MBA + 12 years, or BA/BS + 13 years recent specialized or AA/AS + 14 years recent specialized or a major cert + 7 years recent specialized or 15 years of recent specialized experience.
- Service Desk Level Certifications: Modern Desktop Administrator Associated: MS 365; Administration Associates, MS 100, and MS 10 Microsoft Enterprise; Microsoft Azure, etc. (No Waiver).
- Basic Server Knowledge Level Training (certificate required).
- CompTIA Security + (IAT Level II or greater).
- An active certification IAW DoD 8570.1 Technical Level II or greater.
- Computing Environment (CE) certificate or training equivalent.
- Proven ability to work collaboratively in a team-oriented environment, with a focus on continuous learning and process improvement.
- Active Secret Clearance with eligibility for a TS/SCI clearance.
- Strong understanding of United States Army Europe & Africa.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Desired:
- ITIL v3 – Foundation
- CompTIA A+/Network+
- Automation using Microsoft PowerShell, VBScript, or batch files.
- Experience with Citrix application and desktop virtualization.
- Adaptable to changing circumstances and operational needs.
- Experience supporting systems and network administration requirements.
- Understanding of Department of Defense Military standards.
- Experience working with and supporting Cisco Routers and Switches.
- Experience with DoD IT security requirements.
- Experience with Virtual Desktop environments.
- Possess good communication and customer support skills.
- Shift work (Capable of working day/night shift and weekends).
- Understanding of DoD Military Standards.
- Familiarity with DoD IT security standards and best practices.
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, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity 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.
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