Note: The job is a remote job and is open to candidates in USA. MKS2 Technologies, LLC is an award-winning high growth small business that creates innovative technology solutions in Cyber Security, Instructional Design, Software Engineering, and IT Support Services. They are seeking a Junior Analyst to provide Tier 1 Help Desk support, manage hardware asset inquiries, and ensure effective communication between users and higher-tier support teams.
Responsibilities
- Respond promptly and professionally to incoming questions and service requests from Supply Chain Management and IT stakeholders regarding the use of ServiceNow HAM
- Provide clear, accurate guidance on HAM processes, workflows, and platform functionality to end users at varying levels of technical proficiency
- Maintain a customer-first approach in all interactions, ensuring stakeholders feel supported and informed throughout the resolution process
- Set and manage expectations around response times, issue status, and resolution timelines
- Log, categorize, and prioritize all incoming requests and incidents within ServiceNow and/or a shared mailbox, ensuring complete and accurate ticket documentation
- Monitor and manage the HAM help desk queue to ensure requests are addressed within established service level agreements (SLAs)
- Maintain detailed records of issue status, actions taken, and resolution outcomes for reporting and audit purposes
- Identify and flag recurring issues or trends to support continuous improvement efforts
- Assess incoming issues and escalate complex or unresolved tickets to Tier 2 or appropriate subject matter experts in a timely and well-documented manner
- Serve as a liaison between end users and higher-tier support teams, ensuring clear communication and continuity throughout the escalation process
- Follow up on escalated tickets to confirm resolution and communicate outcomes back to the requesting stakeholder
- Assist users with hardware asset lifecycle questions, including procurement, receiving, deployment, transfer, and disposal processes within ServiceNow HAM
- Support data quality efforts by identifying and flagging incomplete, inaccurate, or missing asset records
- Collaborate with Supply Chain Management and IT teams to ensure asset records are updated and maintained in alignment with organizational policies
Skills
- Must be a U.S. citizen or a green card holder
- Must be able to obtain and maintain a Public Trust clearance
- Associate's degree in computer science, business, management, information systems, engineering, or related field (4 years of additional relevant experience may be substituted for education)
- 1–3 years of experience in a help desk, IT support, or customer service role
- Experience with ServiceNow HAM or ITAM modules in a federal or enterprise environment
- Working knowledge of ServiceNow, with exposure to or experience in the HAM module
- Familiarity with hardware asset lifecycle processes, including procurement, deployment, and disposal
- Exceptional customer service and interpersonal communication skills, with the ability to support users of varying technical backgrounds
- Strong attention to detail and organizational skills, with demonstrated ability to manage multiple open tickets simultaneously
- Ability to clearly document issues, actions, and resolutions in a ticketing system
- Familiarity with IT asset management best practices and ITIL frameworks
- Experience supporting Supply Chain Management or IT procurement stakeholders
- ServiceNow Certified System Administrator (CSA) or HAM certification, or willingness to obtain
- IAITAM Certified Hardware Asset Management Professional (CHAMP) or equivalent certification
Benefits
Company Overview
MKS2 is a technology business providing services to the federal government and commercial clients. It was founded in 2008, and is headquartered in Austin, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.mks2.com.