IT Asset Field Support Analyst

Job Overview

The IT Asset Support Analyst is responsible for managing and supporting IT assets across the organization. This role requires a proactive individual who can take ownership of technical issues, coordinate small projects, ensuring high levels of client satisfaction through effective communication and prompt resolutions.

• Accountability & Ownership:
  Take ownership of technical issues related to IT assets, ensuring high levels of client satisfaction through effective communication and prompt resolutions.
• Incident & Request Management:
  Respond to escalated requests from the Service Desk regarding endpoint devices and IT asset-related issues via telephone, email, and on-site support.
• Asset Deployment & Troubleshooting:
  Execute or support the imaging, installation, deployment, and troubleshooting of IT assets such as desktops, laptops, mobile devices, printers, and peripherals, including upgrades and replacements, on a project or individual basis.
• Onboarding Support:
  Manage thorough and timely setup of IT assets for new and existing end-users, ensuring compliance with company standards.
• Collaboration:
  
  Coordinate with cross‑functional technology teams to troubleshoot, diagnose, and resolve IT asset‑related issues promptly, ensuring proper escalation and hand‑off when necessary.
• Documentation & Monitoring:
  Document, track, and monitor IT asset requests, problems, and actions per defined processes to ensure timely resolution and high levels of end‑user satisfaction.
• Cabling & Network Support:
  Provide first‑level cabling configuration and support for network and phone issues, including tasks such as punch‑downs and cable patching, as related to IT assets.
• Audit Support:
  Assist with audit activities by providing accurate IT asset records, data, and adherence to established policies and processes.
• Project Coordination:
  Support small‑to‑medium IT asset‑related projects, ensuring effective planning, execution, and completion.
• Policy Champion:
  Advocate for and enforce established IT asset management processes and policies across technology teams and business units.
• Technical Guidance and Leadership:
  Provide technical expertise, documentation, and training to junior team members, ensuring consistent adherence to IT asset management best practices.
• Process Improvement:
  Contribute to the creation, execution, and maintenance of best‑in‑class IT asset management processes to ensure timely response, fulfillment, and user satisfaction.
• Strategic
  
  Collaboration:
  
  Work with management to document and refine IT asset‑related processes, procedures, and tools for improved efficiency and effectiveness.
• Continuous Improvement:
  Offer subject matter expertise and support to enhance IT asset management procedures, anticipate end‑user needs, and align with organizational goals.
• On Call:
  Participate in on‑call rotation outside of normal business hours if required.
• Mobile:
  Responsible for performing work at multiple Fairview sites and transporting equipment, as needed within a scheduled shift.
• Inventory Management:
  Responsible for tracking and maintaining the inventory at the assigned site.

• A.A./A.S. or equivalent work experience with focus on Information Technology/Systems related technical field or equivalent combination of education or experience
• 1 year experience within IT support or
• 1 year experience of hands‑on desktop and printer hardware support
• In depth knowledge of desktop/laptop PCs, enterprise printers, and peripherals and good knowledge of computer networking technologies
• Familiar with IT ticketing systems such as Service Now
• Reliable personal transportation to perform work at multiple sites during a scheduled shift
• Ability to work on call, as scheduled.
• Excellent customer service
• Excellent oral and written communication skills
• Excellent prioritization and problem‑solving
• Team oriented with excellent interpersonal skills
• Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations
• Ability to be accountable for actions and willing to take control of situations
• Detail oriented and able to work in team or individual…