Sr. Lifecycle Support Specialist (Hybrid)

Vanderbilt University; Nashville (TN); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Collaborative environment

Continuous learning opportunities

Job summary

A leading educational institution in Nashville is seeking a Sr. Lifecycle Support Specialist to provide endpoint lifecycle support and manage IT assets. You will ensure equipment accuracy, perform imaging, and serve as a liaison for customer needs. Ideal candidates will have a Bachelor's degree and 4+ years of experience in endpoint support. This hybrid role requires excellent communication and problem-solving skills, flexibility during the technology lifecycle process, and proactive strategies for improvement.

Qualifications

• 4+ years in endpoint support.
• Experience administering users in a Microsoft AD environment.
• Ability to articulate technical concepts to diverse users.
• Knowledge of common IT hardware/software issues.

Responsibilities

• Provide lifecycle support for IT assets.
• Engage with customers for technology needs.
• Document and maintain end-user issues.
• Track and monitor technology asset lifecycle.

Skills

Endpoint support

Active Directory

Microsoft Office Suite

MDM solutions

Technical communication

IT hardware and software knowledge

Education

Bachelor's degree from an accredited institution

Tools

SCCM

Intune

JAMF

Job description

Sr. Lifecycle Support Specialist (Hybrid)

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Position Summary

The Lifecycle Senior Technical Support Specialist will join a dynamic team of technology professionals providing purchasing, imaging, inventory and lifecycle to classroom, lab, operational, and research areas across the university. This role serves as an information technology liaison, directly supporting faculty, staff, and students in service of all academic and strategic objectives for Vanderbilt University. This role also serves as an escalation point for Lifecycle Technical Support Specialists to assist with problem resolution, configuration applications, and general asset management issues. The ideal candidate will be a self‑starter, excellent communicator and a natural problem solver who can work both independently and in groups. This position is on‑site three to five days per week.

About the Team

Vanderbilt University Information Technology is a human‑centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

Key Functions and Expected Performance

• Provide lifecycle support for endpoint computing:
  • Receive and inspect incoming IT assets, unpack and check equipment against purchase orders to verify accuracy of materials delivered. Check shipments for damage, overages and shortages.
  • Document receipt of equipment; validate and enter information (serial numbers, asset tags, purchasing information, user/department and warranty information) into appropriate asset management software and/or other inventory systems.
  • Apply computer images to endpoint devices, including additional software and configurations where needed.
  • Consult with the customer where appropriate to determine any additional configuration (software, hardware, network, etc.) needed at the time of imaging.
  • Advise and follow‑up with customers regarding availability and status of assets including timeline for delivery of equipment, assigning tickets to the appropriate dispatch team once computer has been imaged and all equipment has been confirmed available to deploy.
  • Track and monitor technology asset life cycle including receiving, storage, inventory, distribution, and disposal.
  • Review inventory for unused and obsolete equipment, collect and manage the disposal process; evaluate old equipment and dispose of equipment as directed; store equipment awaiting disposal until picked up by the disposal company.
• Engage with customers:
  • Continuously communicate during the lifecycle replacement/new order process.
  • Advocate timely response and resolution for customer needs throughout lifecycle process.
  • Generate regular reports on IT assets, including usage, status, and lifecycle.
  • Advise customers on current IT technology trends, models, vendors, prices to support their IT purchase decisions.
  • Order new equipment as needed, coordinating with vendors and internal stakeholders.
• Use proactive strategies and solutions to reduce or prevent problems:
  • Evaluate customer tickets to determine appropriate support level.
  • Under direct supervision, resolve, dispatch, or escale concerns to supervisors or senior support staff as necessary.
  • Plan and implement solutions to customer technology needs based on knowledge articles and support from supervisors and colleagues.
  • Work closely with the Desktop Engineering team to provide continuous improvement of software builds and system configuration.
• Perform administrative duties:
  • Document and maintain end‑user issues in central ticketing systems, knowledge bases, etc.
  • Maintain/update surplus and loaner inventories.

Supervisory Relationships

This position does not have supervisory responsibility.

Education and Certifications

• A bachelor’s degree from an accredited institution of higher learning is necessary.
• Must have and maintain a valid driver’s license and a satisfactory driving record. Vanderbilt University engages a third party to provide up‑to‑date notifications regarding negative changes to motor vehicle records.

Experience and Skills

• 4+ years in endpoint support is necessary.
• Experience administering users, computers, and groups in a Microsoft Active Directory domain environment is necessary.
• Proficient in Microsoft Office suite, particularly Excel for data management and reporting.
• Experience with system image and application management through MDM solutions, such as SCCM, Intune, JAMF, etc., is necessary.
• The ability to clearly articulate technical concepts to end‑users with various levels of technical proficiency is necessary.
• Knowledge of IT hardware and software products, common issues and troubleshooting strategies is necessary.
• Demonstrated commitment to VUIT’s Guiding Principles is necessary.

Information Technology’s Guiding Principles

• Trust and Respect—VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand.
• Professionalism—VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
• Collaborate—VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos.
• Bias‑to‑Action—VUIT is seen as a changemaker by exhibiting a decisive, self‑starter, take‑action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
• Communicate—Communication (written, verbal and non‑verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
• Innovate—VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university.
• Celebrate Each Other—We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
• Optimize—VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.