Job Description
Description:
Tyto Athene is searching for a Technical Academic Advisor. 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
Qualifications:
Required:
- 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
- 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:
- Must be able to obtain a Public Trust
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, 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.