Desktop & Asset Management Support Specialist

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Job Title:

Desktop & Asset Management Support Specialist

Department:

Libraries | Information Technology

The Desktop & Asset Management Support Specialist's primary focus is to provide desktop and technical assistance to customers and other support specialists for OSU Libraries managed equipment. Your role is crucial in maintaining client satisfaction as you resolve issues across various Windows and MAC OS platforms, supporting customers on-site and remotely in a professional and client-focused manner. Whether working in a team setting or independently, with limited direction, your goal is to ensure client satisfaction. This position delivers and sets up new and updated workstations and peripherals, addresses related support issues, and documents inventory management.

The Desktop & Asset Management Support Specialist assists the asset manager in ensuring that all desktop support assets, both Windows and Apple, are correctly tagged and tracked using an asset management database. Confirms that basic standard device configurations are kept in stock and ready to image and deploy as needed. Coordinates new hire and refresh requests and fulfillment (enter workstation requests, manage inventory, schedule deployments). Assists in managing and reviewing stockroom inventory, including regular audits. Coordinates the regular surplus process for reclaiming and retiring outdated or unused equipment.

The Desktop & Asset Management Support Specialist, works with the Asset Manager and Desktop Support Specialists to provide OSU Libraries-supported customers professional computer support services, including resolving software, hardware, network issues, and conference room audio visual. Provides technical support assistance to customers and other support specialists to solve software, hardware, and network issues across various Windows (SCCM) and MAC OS platforms (JAMF), supporting customers on-site, remotely, professionally, and client focused. The goal is to ensure client satisfaction and fiscal stewardship.

When updated systems are installed, refreshed, or requested, the Desktop & Asset Management Support Specialist provides instruction on new technology and services to university faculty, teaching assistants, staff, and students.  Enforces university policies; ensures all service requests are logged; provides status and feedback to customers and management; works with customers and staff to solve problems; works with service owners and customers to suggest improved service to customers. Creates and maintains knowledge articles used to support our customers. Identifies knowledge gaps and request that additional documentation be provided to serve our customers better.

Assists the Asset Manager in performing critical tasks such as communicating, tracking, surplus, and reporting computing environment outages and acts as a team leader for complex projects, assignments, and issues associated with the help desk function. Provides front-line tier 1 and second-tier support to end users for supported systems and services and lead in providing immediate assistance and resolution for end-users of university library services. Identifies, prioritizes, and resolves the most complex reported issues (i.e., escalated tickets) and provides follow-up to keep tickets up-to-date. Provides technical guidance and leadership to less-experienced staff, ensuring support is coordinated, monitored, logged, tracked, and resolved. Provides support for maintaining the operational security needs for Mac and Windows desktops per the OSU Information Security Control