Help Desk Support

JOB PURPOSE:

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 and organizational efficiency through exceptional customer service, effective troubleshooting, lifecycle asset management, compliance with funder/contractual obligations, and proactive process improvement.

ESSENTIAL JOB RESPONSIBILITIES:

• 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.
• Escalate complex technical issues to deskside support or 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.
• Conduct regular audits of IT assets to verify accuracy, identify discrepancies, and ensure compliance with company policies and funding requirements.
• Coordinate with vendors for equipment repairs, replacements, and warranty claims.
• Assist in the setup and configuration of new workstations, peripherals, and mobile devices for end-users.
• Generate reports on asset utilization, depreciation, and inventory status for management review.
• Ensure the secure disposal of obsolete equipment in accordance with environmental and data security standards.
• Ensure IT asset 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.

ESSENTIAL QUALIFICATIONS:

• Self-starter highly motivated to perform detailed troubleshooting methodologies.
• Strong technical knowledge of Windows and macOS operating systems, Microsoft 365, 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).
• Proficiency in using IT asset management software (e.g., ServiceNow, Lansweeper, Zendesk) 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.

EDUCATION:

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

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.

Prior use of ticketing systems and asset management tools is preferred.

LICENSES/CERTIFICATIONS:

CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP) certifications are preferred but not required.

Other relevant IT certifications will be considered a plus.

VEHICLE/LICENSE:

Must have daily use of a vehicle without prior notice. Must have valid driver's license and clean record.

OTHER:

Must be willing to travel to various locations and with such frequency as the business need dictates.

Endeavors has a longstanding practice of providing a work environment that is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion, national origin, marital status, sexual orientation, gender identity, genetic information, disability, military or veteran status, or any other characteristic protected by law. We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities.

Endeavors also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email hr@endeavors.org or speak with your recruiter.

Endeavors is dedicated to offering reasonable accommodations for individuals with disabilities. If you are a qualified candidate with a disability and need help submitting your application online, please reach out to us at recruiting@endeavors.org. If you are chosen for an interview, we will provide further details on how to request accommodations for the interview process.