Hybrid Senior Lifecycle Support Specialist

at Vanderbilt University Medical Center

• Job title: Senior Lifecycle Support Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Jamf
• Location requirements: Hybrid, Nashville, United States

About the role

• Lifecycle Senior Technical Support Specialist providing IT support for Vanderbilt University faculty, staff, and students. Handling asset management and technical support for endpoint computing.

Responsibilities

• Receive and inspect incoming IT assets, unpack and check equipment against purchase orders to verify accuracy of materials delivered.
• Document receipt of equipment; validate and enter information (serial numbers, asset tags, purchasing information, user/department and warranty information) into appropriate asset management software or other inventory systems.
• Apply computer images to endpoint devices, including additional software and configurations where needed.
• Consult with the customer where appropriate to determine any additional configuration (software, hardware, network, etc.) needed at the time of imaging.
• Advise and follow-up with customers regarding availability and status of assets including timeline for delivery of equipment, assigning tickets to the appropriate dispatch team once computer has been imaged and all equipment has been confirmed available to deploy.
• Track and monitor technology asset life cycle including receiving, storage, inventory, distribution, and disposal.
• Review inventory for unused and obsolete equipment, collect and manage the disposal process; evaluate old equipment and dispose of equipment as directed; store equipment awaiting disposal until picked up by the disposal company.
• Continuously communicates during the lifecycle replacement/new order process.
• Advocates timely response and resolution for customer needs throughout lifecycle process.
• Generate regular reports on IT assets, including usage, status, and lifecycle.
• Advise customers on current IT technology trends, models, vendors, prices to support their IT purchase decisions.
• Order new equipment as needed, coordinating with vendors and internal stakeholders.
• Evaluates customer tickets to determine appropriate support level.
• Under direct supervision, resolves, dispatches, or escalates concerns to supervisors or senior support staff as necessary.
• Plans and implements solutions to customer technology needs based on knowledge articles and support from supervisors and colleagues.
• Work closely with the Desktop Engineering team to provide continuous improvement of software builds and system configuration.
• Documents and maintains end-user issues in central ticketing systems, knowledge bases, etc.
• Maintains/updates surplus and loaner inventories.

Requirements

• A bachelor’s degree from an accredited institution of higher learning is necessary.
• 4+ years in end-point support is necessary.
• Experience administering users, computers, and groups in a Microsoft Active Directory domain environment is necessary.
• Proficient in Microsoft Office suite, particularly Excel for data management and reporting.
• Experience with system image and application management through MDM solutions, such as SCCM, Intune, JAMF, etc., is necessary.
• The ability to clearly articulate technical concepts to end-users with various levels of technical proficiency is necessary.
• Knowledge of IT hardware and software products, common issues and troubleshooting strategies is necessary.
• Demonstrated commitment to VUIT’s Guiding Principles is necessary.

Benefits

• Must have and maintain a valid driver's license and a satisfactory driving record.