IT Customer Support Professional - Asset Management

At Devon, we will offer you a career full of energy and unmatched opportunities to solve today's greatest challenges. Innovation, creative problem-solving and positive change happen when people step out of their comfort zone and think differently. Our values, workplace practices, wellness programs, benefits and compensation are aimed at helping employees manage their unique personal life and care for their families so they can focus on contributing to the fullest.

The IT Staff Customer Support, working under general supervision, is responsible for overseeing the lifecycle of IT assets, reviewing IT support requests, collaborating with higher-level teams for complex issues, establishing standard operating procedures, and contributing to efficient inventory and compliance management. The role maintains accurate asset inventories, ensures compliance with licensing and regulatory requirements, and supports audits as needed. The role contributes to the development and enforcement of asset management policies and IT support procedures, fostering consistent and efficient issue resolution aligned with best practices. The role oversees the documentation of technical issues and asset transactions, promoting a proactive approach to addressing challenges and ensuring continuous improvement in the IT support and asset management framework.

• IT Asset Lifecycle Management: Oversee procurement, deployment, maintenance, tracking, and retirement of IT assets (hardware, software, licenses) to ensure efficient utilization, timely replacement/disposal, and accurate inventory records using asset management tools.

• Inventory & Compliance Oversight: Maintain up-to-date asset inventories, ensure compliance with licensing agreements, regulatory requirements, and internal policies to support audits and contribute to accurate documentation of technical issues and asset transactions as needed.

• Offers technical support regarding mobile devices, applications, and accounts to end-users, actively addressing and resolving a spectrum of routine IT-related issues and inquiries to ensure seamless functionality and user satisfaction.

• Provides technical assistance to users by troubleshooting hardware and software issues, employs remote support or on-site visits to effectively resolve problems and ensure optimal functionality, and offers rotational, off-hour support for emergency technical assistance.

• Maintains detailed records of daily data communication transactions, conducts technical diagnostics, consults technical manuals, and interacts with customers and vendors to investigate and resolve issues or provide technical support during installation and asset lifecycle activities.

Education:

• High School Diploma/General Education Diploma (GED)/Higher Secondary education and/or commensurate work experience is required.

• Associate's or Bachelor's Degree in Information Technology, Computer Science, Business Administration, or any other related discipline is preferred.

Experience:

• 3+ years of relevant experience in IT asset management, customer service, technical support, or related IT operations. Industry experience is preferred.

Certifications:

• Relevant certifications in IT asset management or technical support are a plus.

Competencies:

• Oral & Written Communication

• Results Oriented

• Active Learning

• Digital Literacy

• Business Acumen

• Analytical Thinking

• Vendor & Stakeholder Coordination

Skills:

• IT Asset Management Tools (e.g., ServiceNow)

• Helpdesk Ticketing System

• Troubleshooting

• Software Deployments

• Hardware and Software Diagnosis

• Root Cause Analysis (RCA)

• Active Directory and Two-Factor Authentication

• Mobile Device Knowledge

• Issue Documentation and Analysis

• IT Service Desk Tools

• Inventory Tracking & Reporting

• Compliance & Audit Support

• Policy Development & Process Improvement

Physical Requirements:

* Ability to lift and move IT equipment as required

Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

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