Jr. Service Delivery Specialist

Position Summary

The Jr. Service Delivery Specialist's time is divided roughly equally between two areas of responsibility:

Tier 1 End-User Support: Handling incoming support requests through the IT service queue — including account access, software installations, peripheral troubleshooting, and basic connectivity issues. The expectation is to attempt resolution at every level and escalate with full documentation when needed. Clear, professional communication with end users throughout the ticket lifecycle is a core part of the job, not an afterthought.

IT Asset Lifecycle Management: Owning the day-to-day integrity of the IT asset inventory — from receiving and tagging new equipment, to processing assignments and returns, to conducting weekly physical audits and reconciling them against system records. The specialist is also responsible for flagging discrepancies, drafting purchase orders when stock reaches reorder points, and ensuring the storage area remains organized, secure, and audit-ready at all times.

Responsibilities

Tier 1 End-User Support

• Handle Tier 1 support tickets from the IT service queue — including password resets, account access, software installations, peripheral troubleshooting, and basic connectivity issues.
• There is no hard ceiling on ticket complexity: handle what you can, escalate promptly when stuck, and document every step taken before escalation.
• Apply the standard ticket note structure (Symptom → Steps Taken → Outcome → Next Action) to every ticket you touch.
• Send proactive status updates to users on any ticket open more than 4 hours — before they ask.
• Use the ticketing system (ManageEngine or equivalent) to log all actions, notes, and resolutions in clear, professional language.
• Leverage AI tools (Gemini, Claude) to research solutions to unfamiliar issues before escalating.

IT Asset Lifecycle Management

• Issue hardware assets and consumables only upon receipt of a validated request form from authorized personnel; record every transaction (entry/exit) against the specific serial number or asset ID immediately.
• Generate and physically apply unique asset tags (barcodes or QR codes) to all fixed assets in a standardized, visible location; record the manufacturer's serial number alongside the internal asset ID for every new item.
• Maintain the inventory database in real time — each asset record must include: Asset Tag ID, Manufacturer Serial Number, Associated Purchase Order, Warranty/Provider Information, and Current Status.
• Receive returned equipment from the field; perform a visual inspection for damage before updating the status in the system.
• Monitor consumption rates of high-volume consumables (mice, keyboards, cables) to prevent stock-outs.
• Conduct a full physical audit of the storage area every week, reconciling physical stock against system records and logging a formal ticket for any discrepancy.
• Document damaged or non-functional equipment and initiate vendor engagement tickets for supervisor review.
• Draft Purchase Orders for supervisor approval when stock reaches predefined reorder points; act as the primary point of contact for incoming shipments and verify delivery against the approved PO.
• Ensure the storage area is locked, organized, and accessible only to authorized personnel at all times.

Required Skills/Abilities

• High school diploma required; Bachelor's degree (in progress or completed) in IT,
• 0–1 year of experience in IT support, warehouse operations, logistics, or a similar role. Fresh graduates are welcome.
• Comfortable working with Windows OS at a basic user level (file management, settings, account operations).
• Proficient in spreadsheet tools (Excel or Google Sheets) for data entry, filtering, and basic reporting.
• Able to use a ticketing/ITSM system for logging and tracking requests — prior experience is a plus, training will be provided.
• Basic familiarity with barcode/QR scanning tools and asset management concepts.
• Willingness to learn and use AI tools (Gemini, Claude) for troubleshooting support and day-to-day task efficiency.
• Strong attention to detail and commitment to data accuracy — a single wrong serial number or missing ticket note creates downstream problems.
• Organized, methodical, and process-driven in both physical and digital tasks.
• Clear written and verbal communication in Spanish; working proficiency in English is a plus and expected to grow.
• Collaborative mindset — this role interacts daily with operations staff, the IT support team, and vendors.
• Self-motivated and hungry to grow: this role is a launchpad, and we expect you to treat it that way.