Junior Enterprise Service Desk Analyst

Astrion•Huntsville, AL

1d•Onsite

About The Position

Astrion has an exciting opportunity for an entry-level Enterprise Service Desk Analyst to support enterprise IT end-user services and enterprise property operations from our Huntsville, AL facility. Reporting within the IT division, this role splits time between two functions. Roughly half of the role provides Tier 1 service desk support: answering the service desk phone line, monitoring the enterprise help mailbox, creating and updating tickets in ManageEngine ServiceDesk Plus, and resolving or escalating routine end-user requests. The other half supports the Enterprise Property Manager with daily property operations, including equipment issuance for new hires, equipment turn-in for terminations, receipt and tagging of incoming assets, and record updates in the AssetWorks eQUIP property system. This is a junior position and no prior clearance or certification is required. Astrion will train the right candidate on both the service desk and property management sides of the role. This position is full-time and on-site at our Huntsville, AL facility.

Requirements

High school diploma or equivalent (required)
Basic proficiency with Windows 11 and Microsoft Office 365 applications, including Outlook, Teams, Word, and Excel
Strong customer service and telephone skills, with the ability to stay professional and calm with users under pressure
Clear written communication for ticket documentation, help mailbox responses, and property records
Demonstrated attention to detail, particularly with serial numbers, asset tags, hand receipts, and inventory counts
Ability to follow documented procedures, checklists, and escalation paths consistently
Willingness and ability to learn enterprise ticketing and property management platforms
Strong organizational skills with the ability to balance two support functions and adjust priorities throughout the day
Ability to handle sensitive personnel, account, and asset information with discretion
Ability to lift, move, and stage IT equipment such as laptops, monitors, docking stations, and peripherals, up to 40 pounds
Availability to work onsite Monday through Friday at the Huntsville, AL facility

Nice To Haves

Active Secret security clearance, or eligibility to obtain and maintain one
DoD 8140 (formerly DoD 8570) compliant certification such as CompTIA A+ or Security+
Associate degree or technical coursework in information technology, business administration, supply chain management, or a related field
One or more years of experience in a help desk, call center, retail technology support, inventory, warehouse, or shipping and receiving role
Experience with: ManageEngine ServiceDesk Plus or a comparable IT service management and ticketing platform
Experience with: AssetWorks eQUIP or a comparable IT asset or property management system
Experience with: UKG or a comparable HR platform
Familiarity with: Microsoft Entra ID, Intune, and MFA enrollment
Familiarity with: Workstation imaging, provisioning, and peripheral troubleshooting
Familiarity with: Government Property concepts under FAR 52.245-1, including receipt, tagging, physical inventory, and turn-in

Responsibilities

Answer the Enterprise Service Desk phone line and serve as the first point of contact for end users
Monitor the enterprise help mailbox, triage incoming requests, and convert them into service desk tickets
Create, categorize, prioritize, and update tickets in ManageEngine ServiceDesk Plus with accurate and complete detail
Escalate issues beyond Tier 1 scope to senior analysts, infrastructure, or cyber operations with full documentation of steps already taken
Follow up on open tickets, keep users informed of status, and confirm resolution before closing
Assist with workstation setup and provisioning, updates, and Azure enrollment
Support basic troubleshooting of laptops, desktops, monitors, docking stations, printers, mobile devices, and peripherals
Assist users with VPN connectivity, remote access, and enterprise collaboration tools under the guidance of senior analysts
Provide onboarding support for new employees, including workstation setup and initial credential distribution
Document troubleshooting steps and recurring solutions, and contribute to service desk knowledge base articles
Maintain customer service standards and meet established response and resolution targets
Assist the Enterprise Property Manager with daily operations for Astrion corporate property and Government Property managed from the Huntsville, AL facility
Prepare and issue equipment to new hires, verifying serial numbers and asset tags and collecting signed hand receipts
Process equipment turn-in for terminations and role changes, including recovery, inspection, sanitization coordination, and return to stock
Complete assigned onboarding and offboarding property tasks received from the UKG HR platform
Enter and update property records in the AssetWorks eQUIP property system so issuance and turn-in records stay current
Document all property moves in the ManageEngine Enterprise Service Desk platform via service desk tickets
Receive, inspect, tag, and shelve incoming equipment, and stage assets for upcoming issuance
Support annual and cycle physical inventories by scanning, counting, and reconciling to the system of record, and report discrepancies to the Enterprise Property Manager
Maintain organized and secure property storage and staging areas, and monitor stock levels for common equipment
Assist with preparing excess, damaged, or end-of-life equipment for disposition or destruction
Promptly report suspected loss, theft, damage, or destruction (LTDD) of property and assist in gathering supporting documentation
Assist with audit and self-assessment preparation by pulling property records and files for review
Coordinate with Human Resources, the Enterprise Service Desk, and the Enterprise Property Manager so property actions are completed accurately and on time
Perform additional duties as assigned