IT Asset Management Specialist

The Desktop Support Asset Manager works within a team to coordinate procurement and asset management for the Office of Technology and Digital Innovation (OTDI) and OTDI managed IT support customers, primarily focused on supporting those located on the Newark campus. Ensures all desktop support assets are properly tagged and tracked in the Configuration Management Database (CMDB). Ensures basic standard configurations are kept in-stock and ready to image and deploy as needed. Coordinates new hire and refresh requests and fulfillment - enters workstation requests, manage inventory, schedule deployments. Manages and review stockroom inventory, including regular audits. Tracks desktop support and hardware refresh budget use. Coordinates surplus process for reclaiming and retiring no longer needed desktop support equipment.

The Desktop Support Asset Manager also works with Desktop Support Specialists to provide OTDI supported customers professional computer support services, including resolving software, hardware, and network issues. Provides technical assistance to customers and other support specialists, for solving software, hardware, and network issues across a wide range of Windows and Mac OS platforms. Supports customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently with limited direction.

Critical tasks performed by this area also include communicating, tracking and reporting computing environment outages. Responsible for receiving, resolving, escalating, and monitoring complex customer issues/requests. Responsible for leading less experienced staff in the provision of immediate assistance and issue resolution. Acts as a team leader for complex projects, assignments and issues associated with the help desk function. May serve as on-call escalation point.

• High School diploma or GED.
• Two years of experience or knowledge supporting desktop computers running Windows, Mac OS or both in a network environment.
• Ability to work as part of a team and take the initiative to work independently.
• Ability to maintain and manage information and documentation in an organized, systematic way.
• Professional experience providing customer service.

Desired Education and Experience:

• Associate’s degree in information technology, information management, or a related field.
• More than 2 years of experience supporting desktop computers running Windows, Mac OS or both in a network environment.
• Excellent interpersonal skills, including verbal, nonverbal and written communication skills.
• Experience with image management and deployment.
• Experience with and exposure to a wide variety of commercial and educational productivity applications.
• Experience with support systems and remote desktop technologies.
• Professional experience in a university setting.

The salary range for this position is $23.17-30.07 and the offer for this position will be based on internal equity and the candidate’s qualifications.