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                                                 Sr. IT Lifecycle & Support Specialist

Department: Enterprise Service Desk  

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.

Essential Duties and Responsibilities:

Service Desk & End User Support

• 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.

IT Asset Lifecycle Management

• 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.

Lifecycle Process Ownership

• 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.

SaaS Account & Access Governance

• 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.

ITSM & Workflow Optimization

• 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.

Security & Compliance Support

• 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.

• Best practices for onboarding, offboarding, and IT asset lifecycle management.
• Effective inventory management and asset governance processes.
• Structured troubleshooting methodologies and customer service principles.
• Documentation and knowledge management best practices.
• Techniques for identifying operational inefficiencies and process improvement opportunities.

• Become familiar with Enterprise Service Desk workflows, systems, and escalation paths.
• Begin supporting onboarding and offboarding activities.
• Learn asset management processes, inventory standards, and procurement workflows.
• Assist with user account administration and lifecycle-related operational tasks.

• Become a trusted process owner for lifecycle-related activities.
• Identify and implement improvements to onboarding, offboarding, inventory, or service delivery processes.
• Contribute to workflow optimization and automation initiatives.
• Develop documentation and knowledge resources that improve operational consistency.
• Participate in audit, reporting, and continuous improvement activities supporting Enterprise Service Desk and Asset Management objectives.

Supervisory Responsibilities:

• None

Education and Experience:

Required

• Associate degree in Information Technology or related field, or equivalent work experience.
• 3-5 years of experience in IT support, service desk operations, asset management, endpoint administration, or related technology roles.
• Experience supporting Windows and macOS environments.
• Experience with Microsoft 365 technologies and SaaS applications.
• Experience managing hardware inventories, procurement activities, or asset lifecycle programs.
• Strong organizational, analytical, and customer service skills.
• Excellent verbal and written communication skills.

Preferred

• Experience working with an IT Service Management (ITSM) platform such as Freshservice, ServiceNow, Jira Service Management, HaloITSM, or similar.
• Working knowledge of ITIL or IT Service Management best practices.
• Experience supporting onboarding and offboarding programs.
• Experience performing inventory audits, user audits, or software license reviews.
• Experience creating documentation, SOPs, and knowledge base content.
• Experience identifying and implementing workflow improvements or automation opportunities.
• Experience with reporting and data analysis tools such as Excel, Power Query, or similar.

Preferred Certifications

• ITIL 4 Foundation
• Microsoft Fundamentals Certifications
• CompTIA A+ or equivalent technical certification
• Relevant ITSM platform certifications 

Qualifications:

• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service mindset and commitment to service excellence.
• Ability to work independently while collaborating effectively across teams.
• Strong problem-solving and critical-thinking skills.
• Passion for process improvement and operational excellence.
• Ability to communicate effectively with technical and non-technical audiences.
• Occasional minimal travel may be required.

Highlights for Children provides reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. 

Highlights for Children is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.