Job Role: Computer Systems Support Analyst
Location: Reston, VA
Job Description:
Must Have Technical/Functional Skills:
Provide onsite Deskside Support (DSS) for laptops, desktops, printers, docking stations, mobile devices, and other end-user IT equipment.
Troubleshoot and resolve hardware, software, operating system, application, connectivity, Outlook, Teams, VPN, and peripheral issues.
Perform installation, configuration, imaging, reimaging, and replacement of end-user devices.
Support new joiner onboarding activities including device readiness, software installation, user validation, handover, and initial setup. Support offboarding, asset return, asset transfer, and handover activities in line with company policies.
Manage endpoint devices through Microsoft Intune, including device enrollment, compliance monitoring, configuration profile validation, application deployment, and Autopilot-related activities.
Support Azure / Entra ID administration activities related to device join status, user-device mapping, access validation, group-based assignments, and device compliance checks.
Work on ServiceNow incidents, service requests, asset tasks, and related workflow updates while ensuring SLA compliance.
Update and maintain accurate asset records in FNMS / Flexera / IT Asset Management systems, including asset status, assigned user, serial number, location, warranty, and lifecycle stage.
Conduct asset verification, reconciliation, and variance analysis between physical inventory and records available in Intune, Azure, ServiceNow, and FNMS.
Identify inactive, non-reporting, stale, or mismatched devices and coordinate with relevant teams for status correction and data cleanup.
Coordinate with procurement, OEM vendors, service providers, asset teams, and internal support groups for repairs, warranty support, replacements, and disposal activities.
Maintain proper documentation of support activities, asset movement, and operational procedures.
Ensure high-quality end-user support through timely updates, professional communication, and effective issue resolution.
Roles & Responsibilities
The Deskside Support Engineer / IT Asset Management Support Engineer is responsible for providing onsite end-user support, managing endpoint devices, and maintaining accurate
IT asset records across enterprise platforms such as Microsoft Intune, Azure / Entra ID, ServiceNow, and FNMS / IT Asset Management tools. This role supports device lifecycle activities including onboarding, troubleshooting, replacement, asset reconciliation, compliance tracking, and coordination with internal IT teams to ensure smooth IT operations and high user satisfaction.
Generic Managerial Skills:
- Strong experience in Deskside Support / End User Computing Support.
- Hands-on experience with Microsoft Intune for endpoint administration and device management.
- Good working knowledge of Azure / Entra ID for device and user administration.
- Experience in handling tickets and workflows using ServiceNow.
- Knowledge of FNMS / Flexera / IT Asset Management processes and asset lifecycle controls.
- Strong troubleshooting skills in Windows 10/11, Microsoft Office, Outlook, Teams, VPN, printers, and end-user hardware.
- Good understanding of asset inventory management, reconciliation, compliance, and audit support.
- Ability to coordinate with multiple stakeholders and support teams in a structured enterprise environment.
- Strong verbal and written communication skills with good customer-handling ability
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