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Role Description

Tyto Athene is searching for a Technical Academic Advisor to provide full Tier 1 technical and navigational support for the Warfighting Acquisition University’s Learning Management System (LMS) and many of its peripheral systems. This includes answering inbound phone calls and addressing emails, chats, and tickets pertaining to account management, navigation, browser troubleshooting, course-enrollment management, and policy clarification, among other topics.

• Provide a high level of customer service in a fast-paced environment to students, faculty, staff, and other inquirers (user base of 1,000,000+).
• Answer inbound phone call, email, chat, 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 LMS 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

• Associate’s degree or higher in Information Technology or related field.
• Experience in call center, help desk or customer service involving phone and email support.
• Experience with general issue troubleshooting to include researching problems, analyzing trends, and documenting findings.
• Exceptional verbal and written communication skills.
• Demonstrable PC skills with knowledge of Microsoft Office Suite, especially Outlook, Word, and Excel.
• Must be able to obtain a Public Trust.

Benefits

• Health/Dental/Vision.
• 401(k) match.
• Paid Time Off.
• STD/LTD/Life Insurance.
• Referral Bonuses.
• Professional development reimbursement.
• Parental leave.

Company 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 supports 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?