IT Service Desk Analyst II

EDB is seeking a detail-oriented and proactive IT Service Desk Analyst with a specialized focus on IT Asset Management (ITAM) and Global Logistics. In this role, you will be a central point of contact for our internal users, managing the lifecycle of our IT assets across the globe, while also providing exceptional technical support. The ideal candidate will possess a strong foundation in service desk operations, a keen eye for asset tracking, and experience navigating the complexities of international shipping and logistics.

What your impact will be.

 Global Logistics:

• Coordinate the domestic and international shipping of IT equipment to our offices and remote employees worldwide.
• Collaborate with third-party logistics providers and customs brokers to streamline our global logistics processes.
• Track shipments and proactively manage any customs or delivery issues to ensure timely arrival.
• Manage the reverse logistics process for asset returns, redeployments, remote storage, and asset disposition.

IT Asset Management:

• Oversee the entire lifecycle of IT hardware assets, including procurement, deployment, tracking, maintenance, and disposal.
• Maintain an accurate and up-to-date inventory of all IT assets in our asset management system.
• Conduct regular audits and reconciliations of IT assets to ensure compliance and accuracy.
• Assist in the development and enforcement of IT asset management policies and procedures

Service Desk Operations:

• Serve as the first point of contact for IT support requests from employees via tickets, phone, and email, ensuring a high level of customer service.
• Troubleshoot and resolve a variety of hardware, software, and network issues.
• Document, track, and monitor all support incidents in our IT Service Management (ITSM) system.
• Create and maintain user accounts and permissions within various company systems.
• Develop and update knowledge base articles to empower users to self-serve.

What you will bring.

• Experience:
  • 2+ years of experience in an IT service desk or helpdesk
  • Demonstrable experience with IT asset management principles and tools (e.g., Jira Service Management, WorkspaceOne, Snipe-IT).
  • Proven experience with global logistics, including international shipping and customs procedures.
• Technical Skills:
  • Strong knowledge of Windows and macOS operating systems.
  • Proficiency with Google Workspace and Okta.
  • Familiarity with remote support and endpoint management tools.
• Soft Skills:
  • Excellent problem-solving and analytical abilities.
  • Strong organizational skills with a meticulous attention to detail.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
• Preferred:
  • Experience working in a fully remote global organization.