IT Deployment/Recovery Specialist

The IT Deployment/Recovery Specialist manages the end-to-end equipment lifecycle for the Purchasing, Lifecycle, Asset Management, Inventory, Deployments — deploying computer equipment, peripherals, security and software updates, and lifecycle machine upgrades to end users, while also recovering, inspecting, and processing returned equipment and maintaining accurate inventory and ticket records in ServiceNow. 

Key Responsibilities

• Deploys computer equipment, peripherals, and lifecycle machine upgrades to end users, and maintains the termination process in ServiceNow, ensuring all ticket statuses remain accurate and current.
• Investigates root causes of issues related to security and software updates and makes recommendations to improve future deployments.
• Creates and maintains multi-platform software packages and machine images for deployment to end-user systems, supporting both internally developed and third-party products.
• Ensures all equipment is properly assigned or unassigned in the inventory system and coordinates with end users and IT Recovery Specialists to secure the return of equipment upon upgrade, replacement, or termination.
• Serves as an escalation point to the Tech Support Team for advanced troubleshooting and resolves IT tickets related to issues and peripheral replacement.
• Maintains the required actions for each ticket status across the equipment lifecycle, including sending boxes and certified letters, tracking returns, checking in equipment, creating security incidents, and closing out lost-equipment tickets.
• Inspects the equipment returned for damage, sorts it appropriately, and elevates anything outside normal wear and tear to management; decommissions old hardware and peripherals for recycling or donation.
• Monitors spare part availability, repair turnaround, and inventory levels, and propose ways to streamline equipment tracking and storage.
• Provides site set-up, decommissioning, receiving, and shipping support for IT equipment, and maintains stock of shipping materials.
• Answers the return equipment hotline and assists users with equipment returns outside of termination, such as upgrades or role changes.
• Maintains compliance with policies, processes, and procedures governing team deliveries, and identifies and reports potential areas of service improvement to management.

 Required Qualifications

• High School Diploma or GED; Associate degree.
• 2–5 years of experience in Information Technology.
• Working knowledge of issued hardware and/or software products, with excellent working knowledge of personal computers and peripherals.
• Ability to plan and coordinate the deployment of new technology and resolve technical problems individually and as a project participant.
• Ability to perform physical tasks associated with the role, including frequent bending, moving, lifting, and carrying material weighing up to 50 pounds.
• Candidates must have a current secret security clearance and Security+ certification.  

Preferred Qualifications

• Experience training or mentoring less experienced technical support staff on supported products and best practices.
• Familiarity with ServiceNow ticketing workflows and IT asset lifecycle management practices.
• Experience supporting federal or other highly regulated client environments.

Job Specific Skills

• Must have strong communication skills and be able to effectively communicate technical issues to technical and non-technical audiences.
• Exceptional customer service skills with a proactive, solutions-oriented approach to helping end users in the most efficient manner.
• Stays up to date technically and applies new knowledge to hardware, software, and deployment tooling.
• Understands the implications of new information for both current and future problem-solving and decision-making.
• Actively looks for ways to help people in the most efficient manner and identifies opportunities for service improvement.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.