1st Level Support, Asset Disposal, Asset Management, Communication Skills, Computer Maintenance, Computer Security, Desktop PC, Employee Relations, Help Desk, Homeland Security, IT Service Management (ITSM), Identify Issues, Incident Response, Information Technology & Information Systems, Information Technology/Systems Audit, Interpersonal Skills, Lift/Move 20 Pounds, Maintenance Services, Metrics, Office Management, On Site Support, Operational Support, Physical Inventory, Presentation/Verbal Skills, Service Level Agreement (SLA), Technical Support, Warehousing
Working under supervision of the Business Office Manager of the Bureau of Information Technology Services (BITS), this position is primarily responsible for full lifecycle management of all of DHS' IT hardware assets. This position is responsible for ensuring the recovery of all assets identified as DHS IT hardware assets. Using the data from the annual IT hardware inventory, this position will assist with the development, implementation, and completion of the annual PC replacement plan for DHS.
Goals and Worker Activities
- Maintain IT hardware asset data in multiple systems, including DHS' IT Service Management System (Cherwell) and DHS desktop management system (Ivanti).
- Utilize desktop management systems (e.g., Ivanti or Cherwell) for troubleshooting and to gather reports/metrics.
- Provide first-level support for all offboarding service requests assigned to hardware asset management.
- Coordinate with managers the return of hardware assets that are assigned to offboarded employees.
- Assist in the preparation and review of hardware asset disposition reports that are used to identify missing assets.
- Monitor missing asset SLA's and escalate missing assets to Computer Security Incident Response Team (CSIRT).
- Prepare and distribute reports and other materials for the BITS Director's office, DHS PMO Director, and the IT Business Manager.
- Coordinate and perform onsite physical IT inventory audits at DHS locations.
- Provide onsite operations support of BITS warehouse
- Other duties as assigned.
Must be a CURRENT WI resident. No relocation allowed.
KNOWLEDGE / SKILLS / ABILITIES
- Working knowledge of IT services and environment in an enterprise setting.
- Ability to lift 20 lbs. periodically throughout the day.
- Ability to communicate in a clear, concise manner with customers/end-users of varying technical levels, both verbally and in writing.
- Strong communication skills with a proven ability to understand key concepts and communicate with technical staff, business stakeholders and senior leaders.
- Highly proficient with IT Asset Management Systems (e.g., Cherwell).
- Excellent verbal and interpersonal communications skills; ability to establish trust and mutual respect with others; ability to build and maintain good working relationships with staff, managers, administration, counties, vendors and the public.
- Ability to work independently.
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EXOS (formerly Sondhi Solutions)