IT Asset Technician II

The IT Asset Technician II is responsible for supporting the full lifecycle management of technology hardware & software assets across the organization. This role performs inventory management, procurement support, asset provisioning, hardware repair coordination, asset disposition, and customer service activities while maintaining accurate records and ensuring compliance with organizational policies and procedures. The technician serves as a key contributor to the efficient management of IT assets and is expected to identify, troubleshoot, and recommend solutions for basic to intermediate operational issues impacting inventory, procurement, technology support, and customer service processes.

The Hardware Asset Technician II demonstrates a commitment to organizational values, operational excellence, continuous improvement, and exceptional customer support while ensuring accuracy and accountability in all work performed

Job Responsibilities:

• Come to work every day, ready to perform at the highest standard and in alignment with the St Jude Values & Cultural Principles, and within St Jude policies & procedures.
• Hardware asset lifecycle - Perform basic inventory management, such as asset intake into inventory management system, processing pull requests, asset delivery, and asset wipe & disposal activities. Expected to identify and propose resolution to basic to intermediate inventory issues.
• Software asset lifecycle - Perform basic license management, such as assigning licenses via various application portals, supporting license renewal activities, performing license audits & harvesting, performing basic resolution of application issues, and escalating any issues or concerns appropriately. Expected to identify and propose resolution to basic to intermediate license issues.
• Procurement - Basic requisition entry into ERP system. Expected to identify and propose resolution to basic to intermediate procurement issues.
• Hardware repair - Facilitate hardware repairs requests with various repair vendors.
• Technology support - Perform basic provisioning tasks such as ensuring devices are in our management tools. Expected to identify and propose resolution to basic to intermediate management tool issues.
• Customer Service - Provide exceptional customer service to both internal and external customers via verbal and electronic communication methods. Expected to identify and propose resolution to basic to intermediate customer service issues.
• Stay up-to-date on latest changes, trends and technological advancements in the industry special to IT asset management.
• Perform with a high level of accuracy at all times, this includes any data entry activities and when communicating.
• Draft knowledge base documents for education, training, or other purposes.
• Perform delivery duties to St Jude campus locations, as an authorized driver of St Jude fleet vehicles.
• Perform other duties as assigned to meet the goals and objectives of the department and institution.
• Maintains regular and predictable attendance.

Minimum Education and/or Training:

• High School Diploma or GED required.

Minimum Experience:

• 2+ years of significant experience providing support around IT systems (e.g. operating systems; setup and configuration of computers, printers in a networked environment, and mobile devices; maintenance of hardware components and computer peripherals) required.
• Experience supporting business teams around IT needs.
• 2+ years of experience providing support specific to IT inventory and/or license management, procurement, and basic provisioning preferred.
• 2+ years of experience of providing customer support preferred.
• 2+ years of experience and is proficient with these or similar applications: ServiceNow, InTune, Absolute, Jamf, Apple Business Manager, SharePoint, Teams, Excel, Word preferred.

Licensure, Registration and/or Certification Required by SJCRH Only:

• CHAMP - Certified Hardware Asset Management Professional, IAITAM preferred.
• CITAD - Certified IT Asset Disposal, IAITAM preferred.
• CSAM - Certified Software Asset Management Professional, IAITAM preferred.
• HAM-CIS - Hardware Asset Management Certified Implementation Specialist, ServiceNow preferred.
• SAM-CIS - Software Asset Management Certified Implementation Specialist, ServiceNow preferred.

Special Skills, Knowledge and Abilities:

• Addresses problems in a structured, logical approach.
• Asks for guidance and tries out new ideas when changes in approach are required.
• Adapts quickly and positively; learns from mistakes.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Seeks and provides information within and outside team in a timely manner.
• Manages own time well to plan work and meet daily task needs.
• Executes routine tasks under guidance and/ or supervision.
• Shows attention to detail, produces quality work on time.
• Leverages strong knowledge of IT support and maintenance concepts and processes to address complex support needs.
• Promptly acknowledges and responds to customer issues.
• Solves routine customer problems as per processes, and seeks guidance, if needed for quick resolution.
• Analyzes root causes of reported issues in a structured manner, and seeks clarification and support as needed.
• Can solve problems quickly by identifying the right remedial steps with limited guidance.
• Can handle routine escalations.
• Organizes own work to prioritize non-routine tasks to meet customer requirements.
• Handles unexpected changes in customer priorities effectively.
• Takes ownership of customer problems and related communication.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Plans around multiple tasks and priorities well within own work.
• Is able to cope with unexpected changes in routine and delivers planned outcomes on time.
• Escalates issues/problems and seeks support in a timely manner.

Compensation
In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $26.00 - $45.50 per hour for the role of IT Asset Technician II.

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St. Jude is an Equal Opportunity Employer

No Search Firms

St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.