Hybrid: 80% Remote, 20% Onsite This position will be working four days from home and one day in the office every week. Additional days in the office may be requested as needed to attend meetings in person, following safety protocols, etc.
Job Summary: The position acts as primary liaison between the Information Technology Group and multiple business units within the Arizona Department of Transportation. Under limited supervision, the Software License Asset Specialist is responsible for processing software license requests and updating the software inventory and usage monitoring. This position will be working closely with internal customers and team members to coordinate and process the requests for the service requests.
Manage, Maintain and coordinate software assets for existing approved software
Respond to requests for technical assistance via phone, chat or email for Software assets.
Assist in facilitating software requests for existing approved software
Research questions using available information resources
Advise user on appropriate action
Follow Information Technology process, standard, governance and procedures
Follow up with customers and users to ensure complete resolution of issues
Identify and escalate situations requiring urgent attention Track and route problems and requests and document resolutions
Works cross functionally to prepare, distribute and communicate software status, solve problems and implement changes
Qualifications and Education Requirements:
Familiar with IT ticketing, service desk, and asset management systems
Working knowledge of fundamental operations of relevant software, applications and collaboration tools such as Google and Microsoft suite.
Related experience and training in troubleshooting and providing customer support
Experience researching, analyzing and interpreting data and numbers (license counts, license costs and division)
Knowledge and experience of customer service practices, including communication skills.
Ability to work independently and maintain levels of productivity
Being detail-oriented and capable of delivering a high level of accuracy
Collaborative skills- demonstrated ability to form strong partnerships with both business and technical resources
Familiar with a variety of IT concepts, practices, and procedures