[Remote] Junior Analyst

Note: The job is a remote job and is open to candidates in USA. MKS2 Technologies, LLC is an award-winning high growth small business that creates innovative technology solutions in Cyber Security, Instructional Design, Software Engineering, and IT Support Services. They are seeking a Junior Analyst to provide Tier 1 Help Desk support, manage hardware asset inquiries, and ensure effective communication between users and higher-tier support teams.ResponsibilitiesRespond promptly and professionally to incoming questions and service requests from Supply Chain Management and IT stakeholders regarding the use of ServiceNow HAMProvide clear, accurate guidance on HAM processes, workflows, and platform functionality to end users at varying levels of technical proficiencyMaintain a customer-first approach in all interactions, ensuring stakeholders feel supported and informed throughout the resolution processSet and manage expectations around response times, issue status, and resolution timelinesLog, categorize, and prioritize all incoming requests and incidents within ServiceNow and/or a shared mailbox, ensuring complete and accurate ticket documentationMonitor 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 purposesIdentify and flag recurring issues or trends to support continuous improvement effortsAssess incoming issues and escalate complex or unresolved tickets to Tier 2 or appropriate subject matter experts in a timely and well-documented mannerServe as a liaison between end users and higher-tier support teams, ensuring clear communication and continuity throughout the escalation processFollow up on escalated tickets to confirm resolution and communicate outcomes back to the requesting stakeholderAssist users with hardware asset lifecycle questions, including procurement, receiving, deployment, transfer, and disposal processes within ServiceNow HAMSupport data quality efforts by identifying and flagging incomplete, inaccurate, or missing asset recordsCollaborate with Supply Chain Management and IT teams to ensure asset records are updated and maintained in alignment with organizational policiesSkillsMust be a U.S. citizen or a green card holderMust be able to obtain and maintain a Public Trust clearanceAssociate'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 roleExperience with ServiceNow HAM or ITAM modules in a federal or enterprise environmentWorking knowledge of ServiceNow, with exposure to or experience in the HAM moduleFamiliarity with hardware asset lifecycle processes, including procurement, deployment, and disposalExceptional customer service and interpersonal communication skills, with the ability to support users of varying technical backgroundsStrong attention to detail and organizational skills, with demonstrated ability to manage multiple open tickets simultaneouslyAbility to clearly document issues, actions, and resolutions in a ticketing systemFamiliarity with IT asset management best practices and ITIL frameworksExperience supporting Supply Chain Management or IT procurement stakeholdersServiceNow Certified System Administrator (CSA) or HAM certification, or willingness to obtainIAITAM Certified Hardware Asset Management Professional (CHAMP) or equivalent certificationBenefitsFull benefitsCompany OverviewMKS2 is a technology business providing services to the federal government and commercial clients. It was founded in 2008, and is headquartered in Austin, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.mks2.com.



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