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 Coordinates the regular surplus process for reclaiming and retiring outdated or unused equipment.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 Requirements (ISCR). This includes but is not limited to maintaining secure configurations for new systems that are aligned with CIS benchmark requirements, supporting IT change management processes, developing and testing both application and operating system patches on a monthly cadence, as well as managing workstation configurations via JAMF or SCCM orchestration environments. Ensures application and system logs are regularly reviewed and retained in alignment with records management requirements in the university's records retention schedule. Partners with Libraries’ Information security staff to manage host-based firewalls. Regularly reviews vulnerability management scan results within the Tenable Nessus tool and partners with stakeholders for monthly testing and remediation. Mitigates zero-day or vulnerability priority 0 (VP0) vulnerabilities in accordance with OTDI Digital Security & Trust recommendations. Supports cyber incident containment and response. Works with Libraries information security staff to ensure alignment with ISCR requirements and investigate and remediate security alerts within the CrowdStrike Falcon tool. Also works with Libraries information security staff to develop and submit ISCR control exceptions for application or system configurations that are unable to fully align with ISCR requirements due to business or technical constraints. Supports other information security or digital risk management needs as assigned. All other duties as assigned.

Consistently demonstrate a commitment to our mission and values, as well as dedication to advance the work of the OSU Libraries.

Education and Experience

Required: Bachelor’s degree or an equivalent combination of education and experience. Experience or knowledge supporting desktop computers running Windows, Mac OS, or both in a network environment. Experience working in a help-desk or desktop support environment doing mid-level or advanced troubleshooting of current desktop/ laptop/ tablet hardware operating systems. Experience using JAMF, ServiceNow, JIRA. Strong problem-solving skills and attention to detail. Ability to work as part of a team and take the initiative to work independently. Ability to maintain and manage information and documentation organization systematically. Professional experience providing customer service.

Desired: More than two years of experience supporting desktop computers running Windows, Mac OS, or both in a network environment. A bachelor's degree in information technology, information management, or a related field. Excellent interpersonal skills, including verbal, nonverbal, and written communication skills. Experience with image management and deployment. Experience with and exposure to various commercial and educational productivity applications. Experience with support systems and remote desktop technologies. Professional experience in a university setting.

Additional Information:

Posting Range

The posting range for this position is $26.49-$30.00 per hour.

Function: Information Technology

Sub-Function: IT Service Support

Career Band: Individual Contributor - Specialized

Career Level: S2

Application

Please submit cover letter and resume with the online application.

About The Ohio State University Libraries

The Libraries promotes innovative research and creative expression, advances effective teaching, curates and preserves information essential for scholarship and learning at Ohio State, and shares knowledge and culture with the people of Ohio, the nation, and the world. Libraries faculty and staff live these values in all that we do: Discovery, Connection, Equity, Integrity, and Stewardship.  Learn about our strategic directions.

The Libraries’ greatest resource is our faculty and staff. Their expertise produces value beyond the collections and their commitment to continual improvement and innovation is one of the most significant ways the Libraries meets the diverse and evolving information needs of university students, faculty, and staff, alongside scholars throughout Ohio and the world.

As a global leader, the Libraries is actively engaged in local, statewide, national, and international initiatives to help shape the future of academic research libraries. These activities and the innovations that result enhance our ability to acquire, manage, and preserve emerging information resources, support knowledge creation, and enable its effective transmission to future learners. Learn more on the Libraries website.

The Libraries strives to provide welcoming, supportive environments for all to pursue and share knowledge. The Libraries is guided by our strategic priorities and Ohio State’s Shared Values. All positions are expected to contribute to building and advancing this environment and we encourage all qualified candidates to apply.

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Location:

Eighteenth Avenue Library (0005)

Position Type:

Regular

Scheduled Hours:

40

Shift:

First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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