Technical Support Specialist

Position Summary

The Technical Support Specialist – Hardware Services is responsible for the deployment, repair, maintenance, and lifecycle management of laptops, desktops, and related end‑user hardware. This role serves as a hands‑on technical resource, supporting employees through device provisioning, break‑fix repairs, loaner management, and asset tracking. The ideal candidate is detail‑oriented, customer‑focused, and comfortable working directly with physical hardware in a fast‑paced environment.

Key Responsibilities

Hardware Support & Repair

• Diagnose, troubleshoot, and repair laptops, desktops, and related hardware
• Perform component‑level repairs and replacements (e.g., drives, memory, batteries, screens, keyboards)
• Coordinate warranty repairs and vendor service requests as needed
• Maintain clean, organized repair and staging areas

Device Deployment & Lifecycle Management

• Image, configure, and deploy new laptops and desktops according to company standards
• Perform device refreshes, upgrades, and retirements
• Ensure systems are properly enrolled in endpoint management, security, and encryption tools
• Prepare hardware for reuse or secure disposal in accordance with company policies

Loaner Device Management

• Maintain and manage a pool of loaner laptops and peripherals
• Track loaner assignments, returns, and condition
• Ensure loaners are secure, patched, and ready for immediate use

Asset Management & Documentation

• Maintain accurate hardware inventory and asset records
• Update tickets, repair notes, and lifecycle status in the IT service management (ITSM) system
• Document standard procedures for deployments, repairs, and loaner handling

Process Improvement & Security

• Identify opportunities to improve deployment, repair, and asset workflows
• Follow security best practices for device handling, data protection, and access control
• Support audits and compliance requirements related to IT assets

Required Qualifications

• 2+ years of experience in technical support or IT hardware support
• Hands‑on experience Diagnose, troubleshoot, and repair laptops, desktops, and related hardware
• Knowledge of Windows operating systems
• Familiarity with device imaging, and endpoint management
• Ability to lift and move hardware (up to ~40 lbs)
• Strong customer service and communication skills
• Excellent organizational and documentation abilities

Preferred Qualifications

• Experience with enterprise device management tools (e.g., Intune)
• Experience supporting hybrid or enterprise IT environments
• Familiarity with ticketing systems and asset management platforms

Core Competencies

• Hardware troubleshooting and repair
• Attention to detail
• Customer‑first mindset
• Time and inventory management
• Ability to follow standardized processes while adapting to urgent needs

Work Environment

• 100% on-site
• Requires hands‑on technical work with physical hardware
• Occasional after‑hours or expedited support may be required