Job Requirements Position Overview
The Service Desk Analyst II serves as a key point of contact for IT-related incidents, service requests, and operational support activities. In addition to providing timely technical support and troubleshooting, this role contributes to asset governance, compliance readiness, vulnerability remediation, and audit support. The position plays a critical role in maintaining user satisfaction, ensuring secure and compliant IT operations, coordinating hardware and workplace IT support, and escalating issues appropriately when required.
Key Responsibilities
- Assist with IT asset inventory management, including asset tagging, tracking, assignment, and maintaining accurate records in the asset management system.
- Support asset handling activities across the full lifecycle, including deployment, movement, replacement, and secure decommissioning of IT assets.
- Follow IT information security policies and data protection guidelines while handling user devices, accounts, and sensitive information.
- Identify and report potential security incidents (phishing emails, malware alerts, unauthorized access attempts) to the Information Security team.
- Participate in software license audits by validating installations, usage, and entitlement data.
- Assist in internal and external compliance audits by providing required asset, access, and system-related information.
- Support vulnerability remediation efforts by applying patches, updates, or configuration changes on endpoints as per defined procedures and SLAs.
- Troubleshoot asset-related issues, identify recurring problems, and coordinate with vendors or internal teams for resolution.
Work Experience Required Skills & Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 3-5 years of relevant experience.
- Strong working knowledge of Windows, macOS, and Linux.
- Familiarity with ITSM tools (Jira Service Management or similar).
- Basic understanding of IT asset lifecycle management.
- Working knowledge of software licensing concepts and audit readiness.
- Knowledge of GSW, Slack, Microsoft 365, VPNs, and remote desktop tools.
- Awareness of IT information security best practices, including password security, endpoint protection, and data confidentiality.
- Ability to recognize common security threats such as phishing, social engineering, and malware, and follow defined escalation procedures.
- Basic understanding of vulnerability management and endpoint patching practices.
- Excellent written and verbal communication skills.
- Customer-focused mindset with the ability to remain calm under pressure.
Preferred Skills (Nice to Have)
- ITIL Foundation certification.
- Experience with Endpoint Management tools (Intune, Endpoint Central, Kandji).
- Exposure to compliance frameworks, audits, or security remediation processes.
Key Competencies
- Customer service orientation
- Team collaboration
- Attention to detail
- Accountability and ownership
- Ability to manage physical and digital IT assets responsibly
- Compliance and security awareness
- Adaptability in a fast-paced environment
- Attitude over Aptitude.
Benefits We want you to be your best self and to pursue your passions!
. Health and wellness benefits/programs to support holistic employee health
. Growing organization with career pathing and development opportunities
. Tons of perks and extras in every location for all Phenoms!
Diversity, Equity, & Inclusion:
Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed. We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!
