Technical Support Specialist

Reports To:

Manager, IT Service Delivery

Position Summary:

The Senior IT Lifecycle & Support Specialist is a hybrid role supporting both the Enterprise Service Desk and Asset Management functions. This position provides Tier 1/1.5 technical support while serving as a process owner for lifecycle-driven operational activities including onboarding, offboarding, procurement, inventory management, asset governance, and service delivery process improvement.

The role is responsible for ensuring the efficient delivery of support services, maintaining accurate asset records, supporting SaaS account governance, and identifying opportunities to improve operational processes through documentation, workflow optimization, and automation. The ideal candidate combines strong customer service and technical support skills with a process-oriented mindset focused on operational excellence and continuous improvement.

• Provide Tier 1 and Tier 1.5 support for Windows and macOS devices, Microsoft 365 applications, SaaS platforms, printers, peripherals, and collaboration technologies.
• Troubleshoot and resolve end-user issues while maintaining high levels of customer service and communication.
• Serve as a primary point of contact for incidents, service requests, and lifecycle-related support activities.
• Support Microsoft Teams, Azure Virtual Desktop (AVD), conference room technologies, and other user-facing services.
• Assist with endpoint deployments, equipment setup, software installation, and user training as needed.
• Escalate issues appropriately and collaborate with technical teams to ensure timely resolution.

• Administer the lifecycle of IT assets including procurement, receiving, inventory management, deployment, refresh planning, warranty coordination, and disposal.
• Maintain accurate inventory records and ensure asset data integrity across inventory and ITSM platforms.
• Coordinate hardware purchasing activities, vendor communications, equipment fulfillment, and inventory replenishment.
• Conduct periodic inventory audits and ensure compliance with organizational standards and policies.
• Support asset standardization initiatives and maintain lifecycle documentation and procedures.

• Serve as the operational owner for onboarding and offboarding processes, ensuring consistency, accuracy, and adherence to established standards.
• Coordinate onboarding and offboarding activities across Human Resources, Asset Management, Security, and other business stakeholders.
• Review lifecycle processes regularly and identify opportunities for standardization, automation, and continuous improvement.
• Ensure lifecycle documentation remains accurate, current, and accessible.

• Assist with user provisioning and deprovisioning activities across enterprise applications and SaaS platforms.
• Conduct periodic audits of user accounts, software licenses, and access permissions to ensure accuracy and compliance.
• Identify inactive accounts, unused licenses, and process gaps that could introduce operational or security risks.
• Partner with application owners and stakeholders to maintain accurate user access records and support software optimization initiatives.

• Assist in maintaining service request workflows, service catalog offerings, forms, templates, and knowledge base content within the organization's ITSM platform.
• Support onboarding, offboarding, asset management, and other operational workflows through process review and enhancement efforts.
• Identify opportunities to reduce manual effort through workflow optimization and automation.
• Develop and maintain SOPs, process documentation, knowledge articles, and operational runbooks.
• Support reporting and operational metrics related to service delivery, asset management, and lifecycle activities.

• Support organizational security initiatives through accurate asset tracking, account management, and process adherence.
• Assist with security-related audits, inventory validation efforts, and compliance activities as assigned.
• Ensure proper handling and disposition of company equipment and user access throughout the employee lifecycle.

What you should show up ready to teach anyone on your first day:

• Best practices for onboarding, offboarding, and IT asset lifecycle management.
• Effective inventory management and asset governance processes.
• Structured troubleshooting…