Junior Analyst

Junior Analyst — Hardware Asset Management (HAM) Tier 1 Help Desk

Salary: $45,000 - $47,500 w/ full benefits

Key Responsibilities

Tier 1 Help Desk Support

As the first point of contact for HAM-related inquiries, contract personnel will:

• 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.

Issue Tracking and Queue Management

Accurate tracking and timely handling of all incoming requests is essential to operational continuity. Contract personnel will:

• 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.

Escalation and Coordination

Not all issues will be resolved at Tier 1. Contract personnel will:

• 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.

Hardware Asset Management Support

Supporting accurate HAM data is central to this role. Contract personnel will:

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.