Logistics Technician

About the Department:

Technology Management Services (TMS) is a department under ITS Finance within the division of Enterprise Service Delivery and provides technical information and assistance to support the users of technology at George Mason University. The Support Center and Desktop Support provide first and second tier technical support; desktop support; desktop management services; remote support services; help desk services; system monitoring; hardware and software installation & maintenance; disaster recovery services; and backups. TMS strives for excellence in meeting the needs of students faculty and staff by continually researching technologies and methods which improve our services and contribute to the success of George Mason University. TSS Desktop ensures that all on-site and in-shop repairs assessments and installations of computer equipment and university approved software are handled in a timely courteous and professional manner for students faculty and staff.

About the Position:

The Logistics Technician reports to the TMS Voice Logistics Manager and is responsible for processing parts requests for computer desktops laptops and printers on Mason owned and supported equipment under warranty. Administrates and tracks data for parts and telecom equipment and programs and issues phone equipment. Acts as an admin and deploys Adobe software to users through the Adobe Admin Console. Dispatches work requests to the telecom technicians for TMS. Responsible for the programming of VoIP phones for special projects and large installations. Provides 100% customer service satisfaction for TSS Desktop internal and external customers. Consults with all venders as necessary. Performs role as Help Desk liaison during university and departmental moves. This also includes all necessary prep work involving reviewing submitted spreadsheets creating tickets for and during the Help Desk and updating ITS groups when or if any details of a move changes. This position will participate in projects as assigned including On-Call rotation/assignments working overtime on weekdays and weekends as necessary.

Provides support to over 16000 plus desktop and laptop computers (to include but not limited to Dell Apple HP etc. hardware); various peripherals including printers and all Mason supported software. Has the ability to track digital and analog phone equipment inventory across Mason campuses and other locations in Northern VA. Reviews software installation requests to ensure license compliance and deploys various software programs to users. Attends all move meetings and works with university departments to ensure all information needed for a move is correct. Serves as Help Desk liaison on Move-in Days by representing and being the point-of-contact for TMS ITS and ITS related issues.

Responsibilities:

Support Services/Liaison

• Focuses on delivering support services that provides 100% customer satisfaction for TSS Telecom/Desktops external and internal customers on every service encounter; and
• Researches problems using the appropriate tools to efficiently resolve issues and when necessary seeks assistance and guidance when needed from supervisor and/or other sources.

Parts Ordering

• Orders all out of warranty parts for TSS desktop and Telecom upon request.

Adobe Enterprise Portal

• Creates accounts in the Adobe Admin Console and maintains user profiles and groups to deploy Adobe software applications to qualified users with Adobe account activation;
• Records Adobe users and any needed information on Adobe spreadsheets;
• Completes an Adobe comparison to discover recently terminated users with Adobe; and
• Keeps accurate up-to-date records of all Adobe requests and installations. Adapts to updated features policies and process involved in the Adobe installation process. Ensures all software installs follow ITS policies and procedures.

Backup Dispatcher

• Takes or assigns tickets when they come in for the Telecom Technicians and notifies them of any tickets requiring special attention. Contacts the desktop technicians at Prince William or Arlington campuses to arrange solutions when needed. Interacts with clients to resolve scheduling issues on telecom tickets;
• Updates and resolves help tickets;
• Monitors the logistics and telecom queue;
• Creates help tickets for users; and
• Sends users to desktop support for additional assistance.

Move Committee

• Coordinates and interacts with the TSS Voice / Logistics Manager and team lead to ensure scheduled commitments are fully met. Interacts with clients internal customers and Facilities (Space Management and Move Coordination). Creates tickets for any ITS incidents that are reported at the Help Desk and records them all in a trouble log. Administratively supports the Move coordinator with capturing the needed date during and before a capital move;
• Helps compile and document any needed data;
• Works closely with ITS Logistics Space Management coordinator in leading up to new moves occurring on all Mason campuses;
• Assists with walk throughs As-built reviews and other duties as needed;
• Attends Weekly Move Committee meetings; and
• Supports ITS Logistics Space Management coordinator on as needed basis.

Vonage

• Accesses the Vonage admin portal to update and edit any user information when needed ( E911 changes); and
• Attends relevant telecom meetings.

Inventory

• Performs regular full physical inventories and communicates inventory counts to team/management;
• Manages inventory ensuring any distributed items are reconciled appropriately (ETF devices are transferred correctly any charges for supplying stock are appropriately applied to user accounts paperwork or tickets are created for record retrievals);
• Assists with the surplus of outdated defunct equipment. Ensures proper surplus procedures are followed; and
• Receives purchased equipment inventories records and stores equipment held by ITS Logistics and ITS Telecom tech departments.

Desktop Consultation Quotes

• Receives and processes requests for quotes including but not limited to: out-of-warranty parts desktop devices laptop devices cables adapters monitors and peripherals; and
• Assists with ensuring the ITS webpage for standard devices is up to date. Works with Voice Logistics Team lead to ensure any needed changes are updated.

Computer Distribution Requests

• Employees/contractors: Responsible for tracking/recording the outgoing of any computers being issued to users;
• Interfaces with customer requesting machine and ensures all records are updated tickets are created to track requests and tickets for computer setup are created;
• Handles the issuance of any computer equipment from start to finish;
• Works with ITS Finance if machines are purchased so that they can be tracked inventoried and distributed;
• Assists with any relevant paperwork or charges in relation to issuance of computers;
• Views and updates internal documentation of equipment loaned to ITS contractors;
• Provides this information to upper management on quarterly basis Responsible for maintaining locations of loaned equipment and ensuring any issued Logistics devices are returned by the department; and
• Participates in projects as assigned including On-Call rotation/assignments working overtime weekdays and weekends as necessary.

Logistics

• Monitors the Email parts request account () and processes requests in a timely manner;
• Is proficient in the use of available resources obtained locally and across the internet to handle any technical issues;
• Responsible for following and enforcing established procedures to order and track parts;
• Ensures the timely return of defective/replaced computer/printer parts & telecom equipment;
• Acts as a liaison for the online Dell warranty parts site and is responsible for contacting Dell directly for parts if needed;
• Consults with vendors for quotes on out-of-warranty parts or for technical information and repair solutions for highly complex technical situations;
• Knows when to notify the Manager of issues requiring an escalation of service;
• Distributes parts to the technicians as needed and keeps an accurate record of all parts ordered;
• Completes a hands-on inventory of both the phone and computer parts;
• Keeps the record of the TSS stock computer inventory up to date and accurate; and
• Keeps current with new work processes as well as current diagnostic and test procedures.

Administrative

• Maintains proper records in a manner allowing for information on past orders to be easily and readily accessible;
• Corresponds in a timely manner with desktop technicians through email on their part requests;
• Is proficient in the use of available resources obtained locally and across the internet;
• Also responsible for following and enforcing established procedures to order and track parts and ensure the timely return of defective/replaced parts and telecom equipment;
• Consults with vendors for technical information and repair solutions for highly complex technical situations notifies the Manager to escalate service;
• Attends weekly move meetings; and
• Using the TDX application creates tickets to track ITS incidents as they arise during a move and ads them to a Move Log that will be given to the Move Coordinator at the end of the move.

Technical Services

• Must contact and coordinate with Telecom Admin when discrepancies arise;
• Must have the technical knowledge to make corrections to the vendor phone portal to make e911 corrections to locations;
• Technical knowledge in order to:
  • Orders out of warranty parts working with vendors;
  • Orders in-warranty parts orders from Dell online or over the phone;
  • Review and assigning tickets updating tickets creating tickets scheduling tickets for logistics and telecom requests with the ability to contact the customer or other technicians at satellite campuses;
  • Takes guidance from manager and lead when there are unusual issues requiring decisions on out-of-the-norm circumstances; and
  • Deploys Adobe software through the Adobe Console and performs basic troubleshooting with users when necessary.

Operational Maintenance & Material Management

• Keeps current with new work processes as well as current diagnostic and test procedures;
• Participates in projects as assigned; and
• Works with Finance to handle the shipping process of any equipment needed to be shipped off site to ITS remote employees and keeps a log of what equipment is shipped when it is shipped and to who.

Required Qualifications:

• Associates degree in a related field or the equivalent combination of education and experience;
• Demonstrated experience with administrative logistics support with hardware and software (preferably one year experience);
• Extensive successful experience interacting with both co-workers and customers resulting in high customer satisfaction through quality support services;
• Working knowledge of most commonly used software products (Microsoft Office Suite and other products etc.);
• Working knowledge of database systems used to track equipment and parts;
• Knowledge of PC and Mac hardware printer parts and telephony equipment;
• Must have the ability to track and order parts and office materials;
• Must have the ability to handle several tasks at the same time;
• Communication skills - ability to communicate complex concepts across organizational boundaries while reinforcing a university-wide perspective;
• Valid Virginia drivers license with the ability to operate vans and small trucks; and
• Valid drivers license: must currently possess an appropriate active valid motor vehicle operators license that meets all of GMUs requirements for operating state vehicles and equipment under Masons Vehicle Use Policy 1411 The Office of Risk Management reserves the right to review the drivers licenses and Motor Vehicle Reports (MVRs) of all candidates selected with employment contingent upon a favorable review.

Preferred Qualifications:

• Training in logistic procedures and client / vender communications skills desired;
• Experience with VOIP equipment and able to update 911 locations in the vendor portal;
• Knowledge and understanding of analog and VOIP telephony equipment;
• Knowledge of the Adobe Admin Console and its deployment process;
• Working knowledge of telecommunications and computer systems as applicable to departmental and building based moves;
• General knowledge of software policies/guidelines and how to follow them;
• Ability to work with other departments and help the move coordinator with large university departmental moves (reviews Move documents and spread sheets thoroughly to ensure a successful move for the users and ITS); and
• Must be able to help coordinate and run a Help Desk for university moves and dispatch technicians to help solve any issues that may occur.

Instructions to Applicants:

For full consideration applicants must apply forLogistics Technician at and submit the online application to include three professional references with contact information and provide a Cover Letter/Letter of Intent with Resume for review.

Posting Open Date:February 13 2026

Posting Close Date:February 20 2026

Open Until Filled:No