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Description

A Help Desk Analyst with IT Asset Management (ITAM) is responsible for providing first-line technical support to end users while ensuring the effective tracking, inventory, deployment, and lifecycle management of IT assets within the organization. This dual-role position demands a strong focus on customer service, technical troubleshooting, and systematic asset oversight.

Key Responsibilities:

+ Provide Tier 1 (and potentially Tier 2) technical support to end users via phone, email, chat, or ticketing system, resolving hardware, software, and connectivity issues.

+ Document, categorize, and resolve incidents and service requests in a timely manner according to established SLAs.

+ Maintain and update asset records within the ITAM system, tracking all hardware and software throughout their lifecycle (procurement, deployment, relocation, maintenance, and decommissioning).

+ Support on-boarding and off-boarding processes by provisioning and reclaiming equipment/software licenses.

+ Collaborate with procurement and IT teams to facilitate hardware/software acquisition, deployment, and disposal processes in compliance with organizational policies.

+ Perform periodic audits and physical inventories of IT assets to ensure data accuracy and regulatory compliance.

+ Generate reports on asset utilization, inventory status, and incidents as required.

+ Educate and assist end users on IT policies, software installations, and best practices for security and compliance.

+ Escalate complex technical issues to higher-level support or specialized teams as needed.

Requirements

+ Experience in an IT support/help desk environment.

+ Knowledge of IT Asset Management principles, processes, and tools.

+ Familiarity with ticketing systems (e.g., ServiceNow, Jira, Remedy) and ITAM platforms.

+ Strong troubleshooting skills for common operating systems (Windows, macOS) and productivity software.

+ Excellent communication and customer service abilities.

+ Detail-oriented with strong organizational skills for accurate asset tracking.

Preferred Qualifications:

+ Certifications such as CompTIA ITF+/A+, ITIL Foundation, or specific ITAM certifications.

+ Experience with enterprise-scale asset management in regulated environments.

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