ITCON Services

Compensation

Full Description

ITCON Services is seeking a proactive and technically skilled IFS Asset Management Help Desk Agent to support a 24x7 Tier 2/3 service desk environment. This role requires 2 3 years of experience in enterprise asset management, with hands-on support for IFS software. The agent will provide advanced troubleshooting, manage service tickets, and ensure compliance with federal asset lifecycle policies. This position plays a critical role in maintaining system integrity, resolving escalated issues, and supporting end users across asset tracking, maintenance scheduling, and operational workflows. Candidates must be comfortable working in a high-availability environment, rotating shifts, and collaborating with federal stakeholders and technical teams. Asset Management Help Desk Agent key responsibilities will include: • Location preference: Orlando, FL area • Provide Tier 2/3 support for IFS Asset Management users, resolving complex issues related to asset records, maintenance workflows, and system performance. • Monitor and respond to service desk tickets within SLA timelines, escalating to engineering or IFS administrators as needed. • Maintain accurate asset data across acquisition, deployment, maintenance, and disposal stages. • Support integrations with telephony, case management, and reporting platforms. • Document troubleshooting steps, resolutions, and system updates in knowledge base articles. • Coordinate with federal teams to process asset transfers, exceptions, and compliance reviews. • Participate in after-hours support rotations and ensure continuity of operations across shifts. • Assist in onboarding/offboarding tasks, including asset assignment and system access provisioning. • Generate reports and dashboards to support performance tracking and audit readiness. • Identify recurring issues and recommend process or tool improvements to enhance service delivery. Required Skills and Qualifications • 2 3 years of experience in enterprise asset management or IT service desk roles. • Working knowledge of IFS Cloud or IFS Applications, especially in asset tracking and maintenance modules. • Experience supporting Tier 2/3 technical issues in a 24x7 environment. • Strong troubleshooting, documentation, and customer service skills. • Familiarity with federal asset lifecycle policies and compliance standards. • Proficiency in ticketing systems, reporting tools, and enterprise platforms. • Ability to work rotating shifts and maintain high availability. Desired Skills and Qualifications • Experience supporting federal agencies or working within government contracting environments. • Familiarity with ITIL practices, SharePoint, and case management systems. • Exposure to IFS integrations with ERP, FSM, or EAM modules. • Training or documentation experience for end-user support and onboarding. Please note: This role is part of a proposal effort and is contingent upon contract award. We are seeking qualified candidates in advance to ensure rapid mobilization upon award. If selected, you will be contacted with next steps once the contract is finalized.