<p>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.</p><p><strong>Key Responsibilities:</strong></p><ul><li>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.</li><li>Document, categorize, and resolve incidents and service requests in a timely manner according to established SLAs.</li><li>Maintain and update asset records within the ITAM system, tracking all hardware and software throughout their lifecycle (procurement, deployment, relocation, maintenance, and decommissioning).</li><li>Support on-boarding and off-boarding processes by provisioning and reclaiming equipment/software licenses.</li><li>Collaborate with procurement and IT teams to facilitate hardware/software acquisition, deployment, and disposal processes in compliance with organizational policies.</li><li>Perform periodic audits and physical inventories of IT assets to ensure data accuracy and regulatory compliance.</li><li>Generate reports on asset utilization, inventory status, and incidents as required.</li><li>Educate and assist end users on IT policies, software installations, and best practices for security and compliance.</li><li>Escalate complex technical issues to higher-level support or specialized teams as needed.</li></ul><p><br></p>

<ul><li>Experience in an IT support/help desk environment.</li><li>Knowledge of IT Asset Management principles, processes, and tools.</li><li>Familiarity with ticketing systems (e.g., ServiceNow, Jira, Remedy) and ITAM platforms.</li><li>Strong troubleshooting skills for common operating systems (Windows, macOS) and productivity software.</li><li>Excellent communication and customer service abilities.</li><li>Detail-oriented with strong organizational skills for accurate asset tracking.</li></ul><p><strong>Preferred Qualifications:</strong></p><ul><li>Certifications such as CompTIA ITF+/A+, ITIL Foundation, or specific ITAM certifications.</li><li>Experience with enterprise-scale asset management in regulated environments.</li></ul><p><br></p>

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