[Remote] Junior Analyst

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

• Full benefits

Company Overview

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