Help Desk II

About the role

This position is primarily responsible for the full lifecycle management of all DHS IT hardware assets. You will ensure the recovery of all identified IT hardware assets and assist with the development, implementation, and completion of the annual PC replacement plan using data from the annual IT hardware inventory.

Responsibilities

• Maintain IT hardware asset data in multiple systems, including Cherwell and Ivanti.
• Utilize desktop management systems for troubleshooting and to gather reports/metrics.
• Provide first-level support for all offboarding service requests assigned to hardware asset management.
• Cook up with managers to return hardware assets assigned to offboarded employees.
• Aid in preparing and reviewing hardware asset disposition reports used to identify missing assets.
• Monitor missing asset SLAs and escalate missing assets to the Computer Security Incident Response Team (CSIRT).
• Prepare and distribute reports for the BITS Director’s office, DHS PMO Director, and the IT Business Manager.
• Cook up and perform onsite physical IT inventory audits at DHS locations.
• Supply onsite operations support of the BITS warehouse.

Requirements

• Experience maintaining and managing IT hardware asset data in multiple systems, including DHS's IT Service Management System (Cherwell & Ivanti) and desktop management system (Ivanti).
• Experience performing electronic and physical IT hardware asset audits.
• Proficiency with at least one spreadsheet software platform, such as Microsoft Excel, Google Sheets, or OpenOffice Calc.
• Excellent customer service and communication skills.

Skills

• Experience purchasing and deploying IT hardware.
• Experience creating and tracking IT hardware repairs and support cases.

Benefits

#INDTS TeamSoft is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other protected status under federal, state, or local law. We are committed to fostering a diverse and inclusive workplace.