Information Technology Support Engineer

IT End User Support & Asset Management Analyst

Location: Novi, Michigan (Onsite)

Position Summary

IT Support & Asset Management Analyst to provide end-user support and manage the complete lifecycle of IT assets across the North America region. The role is responsible for asset allocation/deallocation, inventory management, hardware and software support, onboarding/offboarding support, and ensuring timely delivery of IT services to employees, contractors, and customer project teams.

The ideal candidate should possess strong customer service skills, IT asset management experience, and hands-on desktop support expertise.

Key Responsibilities

End User Support

• Provide Level-1 and Level-2 support for hardware, software, and workplace technology issues.
• Resolve incidents and service requests through the corporate ticketing system.
• Troubleshoot Windows laptops, Microsoft 365 applications, printers, peripherals, and mobile devices.
• Support hybrid and remote users across North America.
• Ensure timely communication and updates to end users.

IT Asset Management

• Manage complete lifecycle of IT assets, including procurement coordination, deployment, tracking, transfer, refresh, recovery, and disposal.
• Maintain accurate records in the asset management system.
• Perform asset allocation and deallocation activities for employees, contractors, and project teams.
• Conduct periodic inventory audits and reconciliation.
• Ensure compliance with company asset management policies.

Mobile Device Management

• Coordinate corporate mobile phone and phone number assignments.
• Manage activations, deactivations, device replacements, and inventory records.
• Work with telecom service providers for issue resolution and billing support.

Employee Onboarding & Offboarding

• Prepare and deploy IT equipment for new hires.
• Ensure end-user readiness before joining dates.
• Coordinate recovery of IT assets from separated employees and contractors.
• Support onboarding requirements for customer project teams.

Logistics & Inventory

• Ship laptops and IT equipment to remote employees.
• Manage IT accessories inventory, including monitors, docks, keyboards, mice, headsets, and peripherals.
• Maintain inventory stock levels and coordinate replenishment activities.

Documentation & Compliance

• Maintain support documentation, SOPs, and knowledge articles.
• Support audit activities related to asset management and IT controls.
• Ensure compliance with security, software licensing, and asset tracking requirements.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
• 3-5 years of IT support and asset management experience.
• Experience supporting Windows environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Knowledge of IT asset management processes and tools.
• Experience working with ticketing systems such as ServiceNow, Jira, Freshworks, or similar.
• Strong customer service and communication skills.
• Ability to lift and transport IT equipment occasionally.

Preferred Qualifications

• Experience supporting engineering organizations.
• Knowledge of Intune, Autopilot, Azure AD, and Active Directory.
• ITIL Foundation certification.
• Experience with hardware inventory and logistics management.