POSITION SUMMARY:

The I.T. Asset Management (I.T.A.M.) Analyst is responsible for purchasing I.T. hardware and software, e.g., desktops, mobile devices, and software. Creates and manages services offered in the Service Catalog, monitors the orders queue, and promptly processes requisitions based on priority. Designs, implements, and upholds policies, procedures, and automation that track the life cycle of hardware and software assets, including maintaining the data within the I.T.A.M. solution. Maintain relationships with vendors and identify cost-saving opportunities for the organization. Candidates must have strong interpersonal skills and the capacity to analyze user problems/requirements and make the best recommendations to satisfy the end-users needs.

POSITION EDUCATION/ QUALIFICATIONS :

• • Associates degree in a related technical discipline
  • I.A.I.T.A.M., I.T.I.L., S.A.M., or other industry certifications recommended

  JOB KNOWLEDGE/EXPERIENCE :

  • Four (4) years of recent computer support, troubleshooting, and purchasing systems experience in an enterprise environment
  • Excellent verbal, interpersonal, and written communication skills. Comfortable communicating via phone, email, instant messaging, and in-person with peers, management, physicians, end-users, and vendors
  • Must be able to demonstrate analytical skills with strong problem-solving ability
  • Must demonstrate an ability to research a wide range of computing issues as required
  • Must possess proven analytical and problem-solving abilities
  • Must be able to demonstrate software and hardware troubleshooting skills
  • Able to present ideas in user-friendly language to non-technical staff and end-users
  • Solid experience in servicing desktop, laptop, phone, mobile device hardware, printers, and peripherals
  • Working knowledge of remote connectivity software such as R.D.P., Citrix, and V.P.N. clients
  • Experience with Active Directory: user rights, user administration, and security
  • Experience with Active Directory: organizational units, groups, and permissions
  • Proficient in supporting Microsoft Office in an Exchange environment
  • Experience working with and troubleshooting Microsoft Windows 7 and 10 Professional operating systems
  • Experience working with and troubleshooting Microsoft Office Suite
  • Experience working with software and O.S. deployment
  • Understanding of T.C.P./I.P. and O.S.I. model
  • Understand networking terminology and concepts (T.C.P./I.P., D.N.S., D.H.C.P., V.L.A.N., V.P.N., Ports, Protocols, etc.)
  • Proactively adds and updates services offered in the I.T. Service Catalog
  • Proactively maintains hardware and software lifecycle data within the I.T.A.M. and S.A.M. repositories; including, but not limited to the asset, license, inventory, procurement, supplier, and contractual data elements
  • Serves as licensing subject matter expert for the team, mentoring junior technicians, fellow analysts in developing software license and compliance management skills
  • Lead internal software compliance efforts; identifying and documenting areas of risk through ongoing data reviews
  • Assists in developing and establishing the day to day processes and procedures impacting the overall success of the I.T.A.M. service delivery
  • Assists in facilitating software contract renewals and budget planning processes in partnership with Supply Chain and I.T. leadership
  • Identifies savings opportunities for renewals, software licensing, and services
  • Track and manage equipment leases and replacement processes
  • Excellent verbal, interpersonal, and written communication skills
  • Advanced problem-solving skills
  • Willingness to work flexible shifts, including nights, weekends, and holidays
  • While performing the duties of this job, employees are frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus
  • Ability to work independently or as part of a team
  • Collaborate with teammates
  Demonstrate the ability to conduct themselves professionally while assisting all DHRHealth employees
  

  POSITION RESPONSIBILITIES:

  • Promotes D.H.R.'s mission, vision, and values by effectively communicating them to others. Considers mission, vision, and values in developing services, standards, and practices
  • Must possess advanced knowledge supporting and troubleshooting highly complex computer and data network systems
  • Identify, diagnose, prioritize, and service requests and incidents
  • Deliver, set up, and configure end-user desktop, laptop, and mobile computer hardware, software, and peripherals
  • Utilize ticket tracking software
  • Monitor and respond quickly and effectively to requests received through the Service Desk
  • Provide accurate and detailed documentation of incidents and problems, including the steps taken during the analysis and resolution/restoration process
  • Work with others in Information Services to coordinate various I.T. functions so that solutions and knowledge are shared easily and promptly
  • Meet with subject-matter experts to ensure specialized topics are appropriately addressed
  • Analyze information required for the development or update of policy, procedure, and form documentation
  • Review and edit content developed by other members of the team
  • Interface with vendors to expedite solutions to problems
  • Participate in the testing, integration, configuration, and deployment of end-user hardware, operating systems, and related utilities to optimize our clients for their respective tasks
  • Evaluate and recommend products for purchase
  • Assist other Information Services groups during testing and troubleshooting events. Includes replacing cables or parts and working with vendors to ensure everything is working properly.
  • Answer questions surrounding the installation, usage, and training of hardware and software products.
  • Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.
  • Assist other members of the Information Services department with hardware/software/network technical assistance as needed
  • Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements
  • Handle hardware moves that may require lifting, packing, and carrying computer equipment and peripherals
  • Handle the disposal of the end of life equipment by following A.C.S. standard procedures
  • Assists with the setup and support of audiovisual and video conferencing equipment for end-users
  • Ability to shift between projects/tasks to keep up with the workload
  • Assist and train junior technicians with complex problems as well as end-users as needed
  • Participates in projects as required
  • Work a scheduled on-call rotation after normal business hours and on weekends
  • Perform device encryption
  • Perform installation and setup of software packages and O.S. images
  • Assist with troubleshooting anti-virus and data loss prevention software
  • Support of iOS and Android, and other mobile operating systems
  • Ability to effectively configure, support, and troubleshoot end-user settings for Microsoft Outlook users in an Exchange environment
  • Other duties as assigned