IT Asset Management Specialist

Position Summary

The IT Asset Management (ITAM) Specialist is a primary owner of RLX’s technology asset lifecycle — from procurement through retirement — and serves as a secondary escalation resource for complex support issues across the organization.

This role is grounded in asset governance and operational discipline first. The right candidate brings structured thinking, strong process orientation, and a data-driven approach to managing RLX’s technology portfolio. As a secondary function, this person also has the technical depth to step into Tier 2 support escalations when needed, helping the Service Desk team resolve issues that go beyond routine troubleshooting.

You’ll work closely with the Service Desk Manager, IT leadership, and cross-functional teams to ensure RLX’s technology environment is well-managed, accurately tracked, and continuously improving. If you take pride in building systems that work, keeping things organized at scale, and contributing to a team that genuinely cares — this role is for you.

What You’ll Own

IT Asset Management

• Lifecycle Ownership: Manage the full lifecycle of all IT hardware and software assets — acquisition, deployment, maintenance, refresh, and disposal — in compliance with RLX policy and industry best practices.
• Asset Tracking & Accuracy: Maintain a complete, accurate inventory within our ITAM platform. Conduct regular audits (physical and system-based) to ensure records reflect ground truth.
• Procurement Support: Partner with the Service Desk Manager and IT leadership to support hardware and software procurement, including vendor coordination, purchase order processing, and receiving validation.
• Deployment & Configuration: Image, configure, and deploy endpoint devices (laptops, desktops, peripherals) to RLX Extra Milers in a timely and consistent manner, following standardized build processes.
• Software License Compliance: Track software entitlements and license utilization; flag risks proactively; support audit readiness and compliance reporting.
• Decommissioning & Disposal: Manage the secure decommissioning and disposal of retired assets in accordance with data security requirements and applicable regulations (e.g., NIST media sanitization guidelines).
• Reporting & Forecasting: Generate regular asset reports covering utilization, refresh timelines, cost data, and lifecycle status. Provide insights that support IT budgeting and capital planning.
• Vendor & Warranty Coordination: Track warranties, support contracts, and maintenance agreements. Initiate vendor RMAs and service requests as needed.

Tier 2 Service Desk Support

• Escalation Handling: Serve as the primary escalation point for Tier 1 tickets that require deeper technical investigation, elevated access, or cross-system troubleshooting.
• Endpoint & Application Support: Diagnose and resolve complex issues across Windows OS environments, Microsoft 365, Active Directory/Entra ID, endpoint security tools, and enterprise SaaS applications.
• User Access Management: Provision and deprovision user accounts, manage group memberships and permissions, and support onboarding/offboarding workflows in coordination with HR and IT.
• Network & Connectivity Troubleshooting: Assist with end-user connectivity issues — Wi-Fi, VPN, remote access — and escalate infrastructure-level issues to the appropriate team member.
• Documentation & Knowledge Base: Write clear, reusable documentation for recurring issues, common fixes, and known workarounds. Contribute actively to the IT knowledge base.
• SLA Adherence: Manage ticket queues with a service mindset — respond within SLA, communicate proactively with end users, and close tickets with documented resolution.
• Continuous Improvement: Identify recurring issues and surface root cause findings to the Service Desk Manager. Recommend process or tooling improvements to reduce ticket volume and improve resolution time.
• Project Support: Contribute to IT projects, system rollouts, infrastructure upgrades, and office technology initiatives as assigned.

Competencies

• Customer Focus — You treat every Extra Miler interaction as an opportunity to serve well.
• Drive for Results — You close things out. Open tickets and untracked assets bother you.
• Ethics and Values — You handle sensitive data, credentials, and access with integrity.
• Problem Solving — You dig into root causes rather than applying Band-Aids.
• Functional/Technical Skills — You know your tools and keep learning new ones.
• Technical Learning — You stay current without being prompted.
• Intellectual Horsepower — You connect dots others miss.
• Timely Decision Making — You act with appropriate urgency and good judgment.
• Process Management — You build repeatable, scalable workflows.
• Total Work Systems — You see your work in context of the broader IT operation.
• Informing — You communicate clearly upward, downward, and across.
• Listening — You understand the problem before offering a solution.

Minimum Qualifications

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or equivalent professional experience
• 5–7 years of combined experience in IT asset management, endpoint support, or a Tier 2/helpdesk technician role
• Experience supporting 200+ user environments preferred

Technical Skills

• Proficiency with ITAM/ITSM platforms (e.g., Jira Service Management, ServiceNow, Freshservice, or similar)
• Hands-on experience with Windows 10/11 and macOS endpoint support, imaging, and configuration
• Working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Intune/Endpoint Manager)
• Experience with Active Directory and/or Azure AD/Entra ID — user and group management, GPO basics
• Familiarity with endpoint security tools (antivirus, EDR platforms, disk encryption)
• Practical understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience with asset management workflows: procurement, deployment, auditing, and disposal

Skills & Attributes

• Strong organizational skills with high attention to detail — asset data accuracy matters
• Clear written and verbal communication; able to explain technical issues to non-technical users
• Self-directed and accountable; able to manage multiple priorities without close supervision
• Service-oriented mindset — you care about the experience, not just the outcome
• Comfortable working in a fast-paced, operationally driven environment

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification
• ITIL Foundation certification
• Certified IT Asset Manager (CITAM) or Hardware Asset Management Professional (CHAMP)
• Experience with Microsoft Intune or other MDM/UEM platforms
• Familiarity with scripting (PowerShell) for automation of routine IT tasks
• Experience supporting a distributed workforce (multiple locations or remote users)
• Background in logistics, transportation, or operations-driven industries

Physical Demands and Work Environment

This is an on-site, full-time role based at RLX’s Charlotte, NC headquarters. The employee will regularly work at a desk and computer workstation, and will also be required to move throughout office and warehouse areas to deploy, retrieve, or audit physical assets. The role requires the ability to communicate effectively in person, by phone, and via electronic messaging. Occasional lifting of IT equipment up to 100 pounds may be required. Extended hours may be necessary during system incidents, major deployments, or other critical IT events. This role may require occasional travel to RLX warehouse and client sites — estimated up to 15% of the time — to support asset audits, equipment deployments, and on-site troubleshooting.