IT Service Desk Analyst II

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com

EDB is seeking a detail-oriented and proactive IT Service Desk Analyst with a specialized focus on IT Asset Management (ITAM) and Global Logistics. In this role, you will be a central point of contact for our internal users, managing the lifecycle of our IT assets across the globe, while also providing exceptional technical support. The ideal candidate will possess a strong foundation in service desk operations, a keen eye for asset tracking, and experience navigating the complexities of international shipping and logistics.

What your impact will be.

Global Logistics:

• Coordinate the domestic and international shipping of IT equipment to our offices and remote employees worldwide.
• Collaborate with third-party logistics providers and customs brokers to streamline our global logistics processes.
• Track shipments and proactively manage any customs or delivery issues to ensure timely arrival.
• Manage the reverse logistics process for asset returns, redeployments, remote storage, and asset disposition.

IT Asset Management:

• Oversee the entire lifecycle of IT hardware assets, including procurement, deployment, tracking, maintenance, and disposal.
• Maintain an accurate and up-to-date inventory of all IT assets in our asset management system.
• Conduct regular audits and reconciliations of IT assets to ensure compliance and accuracy.
• Assist in the development and enforcement of IT asset management policies and procedures

Service Desk Operations:

• Serve as the first point of contact for IT support requests from employees via tickets, phone, and email, ensuring a high level of customer service.
• Troubleshoot and resolve a variety of hardware, software, and network issues.
• Document, track, and monitor all support incidents in our IT Service Management (ITSM) system.
• Create and maintain user accounts and permissions within various company systems.
• Develop and update knowledge base articles to empower users to self-serve.

What you will bring.

• Experience:
  • 2+ years of experience in an IT service desk or helpdesk
  • Demonstrable experience with IT asset management principles and tools (e.g., Jira Service Management, WorkspaceOne, Snipe-IT).
  • Proven experience with global logistics, including international shipping and customs procedures.
• Technical Skills:
  • Strong knowledge of Windows and macOS operating systems.
  • Proficiency with Google Workspace and Okta.
  • Familiarity with remote support and endpoint management tools.
• Soft Skills:
  • Excellent problem-solving and analytical abilities.
  • Strong organizational skills with a meticulous attention to detail.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
• Preferred:
  • Experience working in a fully remote global organization.

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2025! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

#BI-Remote