Junior Enterprise Service Desk Analyst

Junior Enterprise Service Desk Analyst

LOCATION: Huntsville, AL (Onsite)

JOB STATUS: Full-time

CLEARANCE: None required (Active Secret preferred)

CERTIFICATION: None required (CompTIA A+ or Security+ preferred)

TRAVEL: Less than 10%

Astrion has an exciting opportunity for an entry-level Enterprise Service Desk Analyst to support enterprise IT end-user services and enterprise property operations from our Huntsville, AL facility. Reporting within the IT division, this role splits time between two functions. Roughly half of the role provides Tier 1 service desk support: answering the service desk phone line, monitoring the enterprise help mailbox, creating and updating tickets in ManageEngine ServiceDesk Plus, and resolving or escalating routine end-user requests. The other half supports the Enterprise Property Manager with daily property operations, including equipment issuance for new hires, equipment turn-in for terminations, receipt and tagging of incoming assets, and record updates in the AssetWorks eQUIP property system. This is a junior position and no prior clearance or certification is required. Astrion will train the right candidate on both the service desk and property management sides of the role. This position is full-time and on-site at our Huntsville, AL facility.

REQUIRED QUALIFICATIONS / SKILLS

• High school diploma or equivalent (required)
• Basic proficiency with Windows 11 and Microsoft Office 365 applications, including Outlook, Teams, Word, and Excel
• Strong customer service and telephone skills, with the ability to stay professional and calm with users under pressure
• Clear written communication for ticket documentation, help mailbox responses, and property records
• Demonstrated attention to detail, particularly with serial numbers, asset tags, hand receipts, and inventory counts
• Ability to follow documented procedures, checklists, and escalation paths consistently
• Willingness and ability to learn enterprise ticketing and property management platforms
• Strong organizational skills with the ability to balance two support functions and adjust priorities throughout the day
• Ability to handle sensitive personnel, account, and asset information with discretion
• Ability to lift, move, and stage IT equipment such as laptops, monitors, docking stations, and peripherals, up to 40 pounds
• Availability to work onsite Monday through Friday at the Huntsville, AL facility

KEY COMPETENCIES

• Customer service orientation and professional communication
• Attention to detail and documentation discipline
• Records accuracy and inventory awareness
• Follow-through on assigned tickets and property actions
• Cross-functional coordination with IT, HR, and the Enterprise Property Manager
• Dependability, punctuality, and consistent onsite presence
• Willingness to learn IT support and property management fundamentals

PREFERRED QUALIFICATIONS / SKILLS

• Active Secret security clearance, or eligibility to obtain and maintain one
• DoD 8140 (formerly DoD 8570) compliant certification such as CompTIA A+ or Security+
• Associate degree or technical coursework in information technology, business administration, supply chain management, or a related field
• One or more years of experience in a help desk, call center, retail technology support, inventory, warehouse, or shipping and receiving role
• Experience with:
  • ManageEngine ServiceDesk Plus or a comparable IT service management and ticketing platform
  • AssetWorks eQUIP or a comparable IT asset or property management system
  • UKG or a comparable HR platform
• Familiarity with:
  • Microsoft Entra ID, Intune, and MFA enrollment
  • Workstation imaging, provisioning, and peripheral troubleshooting
  • Government Property concepts under FAR 52.245-1, including receipt, tagging, physical inventory, and turn-in

RESPONSIBILITIES

Enterprise Service Desk Support (Approximately 50%)

• Answer the Enterprise Service Desk phone line and serve as the first point of contact for end users
• Monitor the enterprise help mailbox, triage incoming requests, and convert them into service desk tickets
• Create, categorize, prioritize, and update tickets in ManageEngine ServiceDesk Plus with accurate and complete detail
• Escalate issues beyond Tier 1 scope to senior analysts, infrastructure, or cyber operations with full documentation of steps already taken
• Follow up on open tickets, keep users informed of status, and confirm resolution before closing
• Assist with workstation setup and provisioning, updates, and Azure enrollment
• Support basic troubleshooting of laptops, desktops, monitors, docking stations, printers, mobile devices, and peripherals
• Assist users with VPN connectivity, remote access, and enterprise collaboration tools under the guidance of senior analysts
• Provide onboarding support for new employees, including workstation setup and initial credential distribution
• Document troubleshooting steps and recurring solutions, and contribute to service desk knowledge base articles
• Maintain customer service standards and meet established response and resolution targets

Enterprise Property Support (Approximately 50%)

• Assist the Enterprise Property Manager with daily operations for Astrion corporate property and Government Property managed from the Huntsville, AL facility
• Prepare and issue equipment to new hires, verifying serial numbers and asset tags and collecting signed hand receipts
• Process equipment turn-in for terminations and role changes, including recovery, inspection, sanitization coordination, and return to stock
• Complete assigned onboarding and offboarding property tasks received from the UKG HR platform
• Enter and update property records in the AssetWorks eQUIP property system so issuance and turn-in records stay current
• Document all property moves in the ManageEngine Enterprise Service Desk platform via service desk tickets
• Receive, inspect, tag, and shelve incoming equipment, and stage assets for upcoming issuance
• Support annual and cycle physical inventories by scanning, counting, and reconciling to the system of record, and report discrepancies to the Enterprise Property Manager
• Maintain organized and secure property storage and staging areas, and monitor stock levels for common equipment
• Assist with preparing excess, damaged, or end-of-life equipment for disposition or destruction
• Promptly report suspected loss, theft, damage, or destruction (LTDD) of property and assist in gathering supporting documentation
• Assist with audit and self-assessment preparation by pulling property records and files for review
• Coordinate with Human Resources, the Enterprise Service Desk, and the Enterprise Property Manager so property actions are completed accurately and on time
• Perform additional duties as assigned

WORK ENVIRONMENT

• Onsite role located in Huntsville, AL, Monday through Friday
• Time divided approximately evenly between service desk and property support, with daily priorities set by the supervisor
• Fast-paced enterprise IT environment supporting internal users and mission operations
• Collaborative team environment with regular interaction across the service desk, infrastructure, cybersecurity, human resources, and property teams
• Requires periodic lifting and movement of IT equipment and time spent in property storage and staging areas
• Entry-level position with a growth path into IT support or property and asset management, including support for relevant certifications