Technical Academic Advisor with Security Clearance

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Job description

The Technical Academic Advisor provides full technical and navigational support for the Defense Acquisition University's Learning Management System and many of its peripheral systems, at a Tier 1 level. This includes answering inbound phone calls and emails pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics. Responsibilities: Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+) Answer inbound phone call, email, and ticket inquiries Follow up with existing tickets/inquiries, as appropriate Accurately classify and record details of inquiries into a web-based ticketing system Aid in the account management, navigation and technical troubleshooting of the DAU Virtual Campus - to include login, course-enrollment management, and peripheral systems Effectively diffuse problem issues for users with empathy and professionalism Effectively manage time to ensure that minimum standards are met Knowledge and skills: Exceptional communication skills, both verbal and written Demonstrable PC skills Previous clerical, call center or help desk experience, with email support desired Microsoft Office Suite, especially Outlook, Word, and Excel Education and work experience: Associates Degree or higher in Information Technology or related field preferred 1+ years' experience with troubleshooting - to include researching problems, analyzing trends, and expressing findings. 1+ years' experience in customer service desirable Clearance Requirement: Public Trust Equal Opportunity Employer: Disability/Veteran About Tyto Athene
Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and 'As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe. After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise. Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward potential, innovation, and teamwork. If you would like to unleash your creativity and your career it's time to join Team Tyto! Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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