Senior IT Service Desk Technician

Tyto Athene is searching for a Help Desk Tier III Specialist, Senior supporting the Department of Defense at USAREUR-AF (United States Army Europe & Africa) located in Wiesbaden, Germany. Positions are available in Poland, Netherlands, Romania, Bulgaria, Lithuania, Latvia, Kosovo, and Wiesbaden, Germany.

Responsibilities:

• Perform a daily check of various IT services for the mission by completing a detailed checklist and relaying the status of all items on the checklist daily.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Troubleshoot and resolves basic computer, application, system, device, access, or performance issues.
• Intake Help Desk tickets and prioritize them per customer expectations and guidance.
• Plan and lead major technology assignments and function as a technical expert across multiple project assignments.
• Escalate Tier 3 tickets by entering them in a supporting system for visibility and communication purposes. Communicate with Tier 3 support partners for issue resolution.
• Advise users on the methods, steps and actions to resolve and avoid future issues and provide documentation as needed.
• Provide assistance concerning the use of computer hardware and software, including printing installation, word processing, e-mails, and operating systems.
• Evaluate performance results and recommend major changes affecting short-term project growth and success.
• Support project reports by providing metrics, reports, and other information on a daily, weekly, and monthly basis.
• Follow established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Serve as a subject matter expert (SME) for escalated and complex technical issues.
• Support installations or upgrades of software or device, set up user profiles, or re-set passwords.
• Utilize product information or solution database to research trouble shoot and deliver solutions.

Mandatory qualifications include:

• A United States citizen with an active Top-Secret Clearance with eligibility for SCI.
• Bachelor's degree in an IT-related field and a minimum of five years' experience in a relevant work environment.
• Demonstrated expertise in problem-solving abilities within a technical support role, with a focus on Level 3 responsibilities.
• Extensive knowledge of computer systems, software applications, and advanced troubleshooting methodologies.
• Exceptional analytical skills with the ability to think critically and make sound decisions under pressure.
• The capacity to manage multiple priorities and operate effectively in a fast-paced work environment.
• Proficiency with Windows Server 2016 and 2019 Operations Systems, Azure, Active Directory, DNS, RMM, and PSA tools.
• Experience creating or updating and formatting documentation in Microsoft Word.
• Experience resolving network-related site down issues.
• Excellent communication skills and the ability to collaborate effectively as part of a team.
• Strong customer-service orientation.
• Proficiency with Microsoft 365 and the ability to prioritize multiple concurrent projects and tasks efficiently.

Preferrable qualifications include:

• Advanced certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Azure certifications, and ITIL v3/v4 Intermediate or higher.
• Previous experience working with the Naval Maintenance Community, United States Navy, or the Department of Defense.
• Experience with Virtual Desktop environments.
• Understanding of DoD Military Standards.

We offer a competitive compensation package, flexible time off, Health/Dental/Vision, 401(k) match, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave.

We believe that our people drive our success. We foster a collaborative, innovative, and mission-driven work environment where every team member plays a critical role in shaping the future of technology.