Zendesk Administrator

Washington, DC, DC

Contracted

Experienced

Location: Washington, DC
Position Type: Hybrid
Hybrid Schedule: Onsite as needed
Contract Length: 8 months + extensions

Position Overview:
The ITAM Zendesk Administrator manages and maintains all IT Asset Management (ITAM)–related activity within the Zendesk platform, ensuring accurate ticket handling, system alignment, and SLA compliance. This role serves as the central point of coordination for ITAM ticket workflows, reporting, and process improvement.

Duties:

Manage and oversee all ITAM-related tickets in Zendesk, ensuring accurate categorization, prioritization, and routing
Monitor, track, and enforce service level agreements (SLAs) across all ITAM tickets
Maintain accurate data synchronization between Zendesk and the Oomnitza ITAM platform
Generate, review, and distribute weekly reports on ticket status, trends, and SLA performance
Audit ticket data to ensure consistency, accuracy, and compliance with established processes
Develop, document, and continuously improve ticket management workflows and assignment processes
Serve as the primary point of contact for ITAM-related ticket management within Zendesk
Collaborate with technical and operational teams to resolve issues and optimize ITAM support processes

Required Skills:

Proficiency with Zendesk and IT Asset Management (ITAM) platforms, demonstrating the ability to manage, track, and support IT asset–related workflows and ticketing processes

Preferred Skills:

Familiarity with SLA management and reporting tools, with experience monitoring service levels and producing operational reports

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Zendesk Administrator

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