Help Desk and Asset Analyst

ENDEAVORS-posted 2 days ago

Full-time • Entry Level

San Antonio, TX

1,001-5,000 employees

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The Helpdesk and Asset Analyst is responsible for delivering exceptional technical support to end-users by resolving hardware, software, and network issues while maintaining accurate records of IT assets throughout their lifecycle. This role enhances user productivity an4d organizational efficiency through exceptional customer service, effective troubleshooting, lifecycle asset management, compliance with funder/contractual obligations, and proactive process improvement.

Provide frontline technical support via phone, email, or ticketing system, diagnosing and resolving issues related to hardware (desktops, laptops, printers), software applications, and network connectivity.
Document all incidents, resolutions, and user interactions in the helpdesk ticketing system, ensuring clear and accurate records.
Update and support the dissemination of Knowledge Base Articles
Follow the rigorous documenting standards of the department.
Escalate complex technical issues to other tiers of IT staff while maintaining ownership of tickets until resolution.
Manage IT asset inventory, tracking hardware, software licenses, and peripherals using asset management software.
Coordinate with vendors and team for equipment procurement, repairs, replacements, and warranty claims.
Assist in the setup and configuration of new workstations, software, peripherals, and mobile devices for end-users.
Ensure the secure disposal of obsolete equipment in accordance with environmental and data security standards.
Ensure IT services comply with contractual, organizational, grant, and funding requirements.
Maintain awareness of evolving IT standards and frameworks (e.g., NIST 800-53/171, ITIL) and apply best practices to improve operations.
Contribute to long-term planning and continuous improvement of IT helpdesk workflows and asset management processes.

Strong technical knowledge of Windows and macOS operating systems, Microsoft Office 365, InTune, Entra, and common business applications.
Familiarity with Active Directory, Azure Active Directory, remote desktop tools, and basic network troubleshooting (TCP/IP, DNS, DHCP, VPN, SD-WAN, VLAN).
Basic cisco and meraki Network Troubleshooting.
Printer Troubleshooting
Proficiency in using IT management software (e.g., ServiceNow, AutoPilot, InTune, TeamViewer) or inventory tracking tools.
Familiarity with Mobile Device Management (MDM) platforms.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Strong problem-solving and analytical skills, with keen attention to detail in both support and asset tracking tasks.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Team-oriented mindset with the capacity to work independently when required.
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
1-3 years of progressively responsible experience in IT helpdesk, technical support, or IT asset management role.
Hands-on experience troubleshooting hardware, software, and network issues in a professional setting.
Must have daily use of a vehicle without prior notice. Must have valid driver’s license and clean record.
Must be willing to travel to various locations and with such frequency as the business need dictates.

Prior use of ticketing systems and asset management tools is preferred.
CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP) certifications are preferred but not required.
Other relevant IT certifications will be considered a plus.

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