Penn State Job Catalog

The defined natural career progression within or between job profiles.

IT Asset Management

The IT Asset Management Assistant provides customer service and administrative support for IT asset management, procurement, billing, and inventory activities; responds to customer and supplier inquiries, coordinates service requests and transactions, maintains accurate electronic records, and assists with inventory management of end-user technology; identifies and resolves routine discrepancies and escalates complex issues in accordance with established procedures.

• Provide customer service and support to University customers regarding IT asset management, procurement, billing, service requests, and related activities; facilitate customer requests and communications and advocate for timely resolution of issues
• Respond to customer and supplier inquiries regarding service requests, purchases, orders, invoices, and related transactions; provide information and coordinate resolution of routine issues
• Contact vendors and suppliers to obtain quotes, confirm order information, request status updates, and follow up on outstanding purchase orders and service requests
• Review service requests and transactions for completeness and accuracy; enter appropriate codes and information into billing and service management systems and verify and close orders upon completion
• Review and update customer, asset, inventory, vendor, billing, and other database information to maintain accurate and current records
• Process and reconcile routine transactions and documentation; identify discrepancies and coordinate corrections with appropriate customers, suppliers, and University offices
• Ensure transactions and activities comply with established University policies, procedures, contractual requirements, and applicable government regulations
• Use a variety of electronic systems to process customer information and service requests and maintain vendor, asset, inventory, billing, and transaction records
• Assist with inventory management of end-user technologies by maintaining records, coordinating inventory activities, and supporting periodic audits and reconciliations
• Monitor the status of customer requests and service issues; identify recurring or unresolved problems and escalate issues to the manager or appropriate University unit as needed
• Assist with monitoring customer satisfaction and identifying opportunities to improve service delivery, communication, and administrative processes
• Assist with routine reporting and information gathering related to customer requests, service transactions, inventories, vendors, and financial activities

Level:

– Intermediate Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.

Supervisory Responsibilities:

– May provide basic direction to lower level support staff

Fiscal Responsibilities:

– Handles routine financial transactions
– May validate and pay invoices

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 5
• Minimum – $40,608.00
• MidPoint – $49,716.00
• Maximum – $58,836.00

• Customer Service
• Data integrity
• Document management
• Financial analysis
• Inventory analysis
• Knowledge sharing
• Office administration
• Troubleshooting

• General Equivalency Diploma (GED)
• High School (HS)