The Lifecycle Senior Technical Support Specialist will join a dynamic team of technology professionals providing purchasing, imaging, inventory and lifecycle to classroom, lab, operational, and research areas across the university. This role serves as an information technology liaison, directly supporting faculty, staff, and students, in service of all academic and strategic objectives for Vanderbilt University. This role also serves as an escalation point for Lifecycle Technical Support Specialist to assist with problem resolution, configuration applications, and general asset management issues. The ideal candidate will be a self-starter, excellent communicator and a natural problem solver who can work both independently and in groups. This position is on-site three to five days per week.

About the Team:

Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

The IT Customer Engagement group is responsible for providing endpoint management and support for VUIT. The team includes all on-campus and remote support for students, faculty, and staff and includes the Tech Hub Dispatch, Tech Hub Central, Lifecycle Management, and Desktop Engineering. Team members support anyone and everyone on campus in person, remotely, and via phone, text, chat, email, and ticketing. IT Customer Engagement is responsible for providing outstanding customer support and team members exhibit strong interpersonal, technical, and written skills.

Duties and Responsibilities:

Providing lifecycle support for endpoint computing:

• Receive and inspect incoming IT assets, unpack and check equipment against purchase orders to verify accuracy of materials delivered. Check shipments for damage, overages and shortages.
• 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 and/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.

Engaging with customers:

• 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.

Using proactive strategies and solutions to reduce or prevent problems:

• 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.

Performing administrative duties:

• Documents and maintains end-user issues in central ticketing systems, knowledge bases, etc.
• Maintains/updates surplus and loaner inventories.

Supervisory Relationships:

This position does not have supervisory responsibility.

Education and Certifications:

• A bachelor’s degree from an accredited institution of higher learning is necessary.

Qualifications:

• 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

Information Technology’s Guiding Principles:

• Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand. 
• Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
• Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos. 
• Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
• Communicate- Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
• Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university. 
• Celebrate Each Other- We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
• Optimize- VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.

Commitment to Equity, Diversity, and Inclusion

Job Summary