Service Desk Agent / IT Asset Management

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a [[Service Desk | Asset Management Analyst]] to join our team in [[Lemont]], [[Illinois]], [[USA]].

Argonne Service Desk | Asset Management Analyst

 

Job Responsibilities Include

We are seeking a detail-oriented and analytical Service Desk Asset Analyst to join our team. This entry-level role combines asset management responsibilities with end-user support, making it ideal for a recent graduate or individual looking to build a career in asset and service management. The successful candidate will support the asset management team in analyzing and tracking portfolio performance, ensuring data accuracy, and maintaining compliance standards, while also providing Incident and Service Request support to end-users via phone, email, chat, and walk-up. This requires a solid understanding of PC and Mac hardware, operating systems, enterprise applications, printer familiarity, and networking functionality. Proficiency with ServiceNow for managing and tracking service requests is essential, as is maintaining a high level of customer satisfaction as the primary owner of service requests.

 

Service Desk Analyst Job Duties:

• Development, document and maintenance of knowledge base for incident resolution and request fulfillment using ServiceNow or equivalent.
• Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems.
• Create and manage user accounts, schedule video teleconferences, create / maintain program distribution list and provide remote troubleshooting support to customers.
• Installation, maintenance, deployment of enterprise-wide software and assist with fine-tuning system performance.
• Provide input and update to standard operating procedures.
• Participate in the organization's change management process.
• Provide excellent customer service.
• Participate in after-hour and weekend on-call rotation shifts
• Contribute to the knowledgebase through research of articles, training courses attended on-the-job learning, etc.
• Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.
• Data Management: 
  • Collect, input, and maintain asset-related data, ensuring accuracy and consistency across systems. Perform regular audits to detect and correct any discrepancies.
• Reporting:
  • Prepare and distribute regular reports, dashboards, and performance summaries to senior asset managers, ensuring they are clear, accurate, and timely.
• Documentation:
  • Maintain organized records of asset management activities, including transaction documents, lease agreements, financial statements, and valuations.
• Communication and Collaboration: 
  • Work closely with other departments, such as finance and operations, to ensure that asset data is aligned across teams.

 

Required Qualifications:

Argonne is a highly complex environment and as such a minimum level of experience for any junior position should be equal to or greater than the following:

• Candidate shall present minimum skill/qualification level during interview
• 1+ years documented IT Service experience in an enterprise environment and a minimum of a bachelor’s degree in a relevant area of study.
• 1+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I/II system administration, contact and incident resolution for hardware, software, and applications
• 1+ years administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)

 

Desired Qualification:

• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux,
• CompTIA IT related certification or equivalent or ability to attain within 3 months of your hire date
• DoD 8140 Security Certification
• ITIL v4 certification or ability to attain within 3 months of your hire date
• Endpoint security, DNS, DHCP, and IP experience
• Experience with email systems, Networking, VPN
• Proven ability to use scripting language (BASH, PowerShell, etc.)
• Experience with Service Desk Incident Management Processes
• Experience with ITS