Help Desk Technician, Journeyman

Tyto Athene is searching for a Help Desk Technician, Journeyman supporting the Department of Defense (DoD) at USAREUR-AF (United States Army Europe & Africa) located in Germany. Positions are available in Poland (BemowoPiskie, Konotop, Swietoszow, Zagan), Netherlands, Romania, Bulgaria, Lithuania, Latvia, and Kosovo.

Responsibilities:

• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, e-mails, and operating systems.
• Supports the Enterprise IT Help Desk Team and provides IT customer service operations regarding issues or support required for end users
• Good 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.
• Tracks and elevates incidents 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.
• Operates with appreciable latitude in developing methodology and presenting solutions to problem.

Qualifications

Required:

• US Citizen with active DoD Secret Security Clearance with eligibility for a TS/SCI clearance.
• Bachelor's degree in a relevant field with at least 3 years of relevant work experience OR Associate's degree with 7 years specialized experience.
• Required Service Desk Level Certifications (No Waiver): Microsoft 365 Certified: Modern Desktop Administrator Associated; Microsoft 365 Certified: Administrator Associate (MS-100, MS-101); Microsoft Certified: Azure Fundamentals or higher; and relevant Microsoft Enterprise certifications or equivalent.
• Basic Server Knowledge Level Training (certificate required).
• CompTIA Security + (IAT Level II or greater).
• Active certification IAW DoD 8570.1 Technical Level or greater.
• Computing Environment (CE) certificate or training equivalent.
• Innovative-thinking and creative-minded to accomplish assignments that may be broad in nature.
• Excellent communication skills and ability to work in a team.
• Proficiency with Microsoft 365 and ability to prioritize multiple concurrent projects and tasks efficiently.

Desired:

• ITIL v3 - Foundation.
• CompTIA A+/Network+.
• Automation using Microsoft PowerShell, VBScript, or batch files.
• Experience with Citrix application and desktop virtualization.
• Experience working with and supporting Cisco Routers and Switches.
• Experience with DoD IT security requirements.
• Work with the Naval Maintenance Community, United States Navy or the Department of Defense.
• Experience with Virtual Desktop environments.
• Understanding of DoD Military Standards.

About Tyto Athene

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.