Technical Support Specialist

Position Title: Technical Support 1

Location: Support Services Building A, 1425 East Warren Avenue, Detroit, MI 48207 (Not work from home eligible)

Position Summary: As a key member of the Technology Division’s Field Services and Asset Management team, the Contracted Asset Management & Deployment Specialist provides coordination and support with all phases of the asset lifecycle of technology devices, from initial receipt to final disposal, while maintaining a well-organized warehouse environment. The candidate for this position should have a keen focus on maintaining high standards of procedural fidelity, ensuring quality assurance, fulfilling service level expectations, and delivering best-in-class service experiences to all stakeholders.

Minimum Qualifications:

• Associate’s degree in Information Technology, Business Administration, or a related field
• Proven experience in asset management and IT deployment, preferably in an educational or large enterprise setting.
• Minimum of five (5) years of desktop/computer support experience demonstrating the ability to troubleshoot and perform routine maintenance on computers and peripheral equipment.
• Experience with Apple, HP, Lenovo, and Dell products preferred.
• Must demonstrate proficiency with Microsoft 365 products such as Word, Excel, Outlook, Teams, and SharePoint.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills to interact with various stakeholders.
• High attention to detail and commitment to quality.
• Familiarity with ITSM and ITAM tools and database management.
• Ability to follow strict procedures and create reports reflecting accurate metrics.
• Ability to work well under pressure, meet deadlines and prioritize requests with professionalism and empathy.
• Self-motivated with the ability to work in a fast-moving environment.
• Ability to perform physical tasks such as lifting and moving up to 50 pounds without assistance.
• Must own reliable transportation and have valid driver’s license.

Essential Functions:

• Support each phase of the asset lifecycle for technology devices within the district, from acquisition and deployment to maintenance and disposal, ensuring accuracy and efficiency.
• Act as the first line of contact for support with technology purchases placed by district stakeholders. This includes responding to customer inquiries regarding order status, assisting onboarding and offboard staff members, maintaining delivery schedules, and pick-up of old technology.
• Assist with coordination of technology deployment of devices to district locations; including scheduling timely delivery of devices to schools.
• Conduct new hire orientation and/or best practice workshops for employees upon device deployment to facilitate seamless adoption and utilization of new technology.
• Support warehouse upkeep and maintenance of warehouse/vault, including the staging and labeling of bays and shelves, to support organizational efficiency and accessibility.
• Provide best-in-class service experience by addressing concerns and inquiries timely and accurately.
• Strictly follow all relevant procedures and guidelines to maintain consistency and integrity in the deployment and management processes.
• Maintain accurate and up-to-date records of all devices, including incoming technology orders, confirming receipt of assets, managing partial orders with vendors, and updating district inventory.
• Troubleshoot and resolve order, warranty or delivery issues with colleagues, vendors and carriers.
• Assist with coordination and scheduling of physical inventory or technology audits, including providing up-to-date inventory data such as lost and stolen or damaged device reports or targeted inventory reporting.
• Manage stock inventory tightly to ensure items are readily available for deployment.
• Develop and update information resources such as internal knowledge articles and frequently asked questions for the Hub.
• Strictly follow all warehouse guidelines for safety as well as ensure assets are organized and stored securely daily.
• Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve incidents related to asset management.
• Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders; exemplify and model the core values of the District in all interactions
• Other duties as assigned by Supervisor.

Security Clearance:

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check through LiveScan. Information regarding required background checks will be shared at point of hire.