Technical Support Specialist I

Position Summary

We are seeking a proactive, hands-on Onsite IT Support & Asset Recovery Technician to support onsite IT operations, asset recovery initiatives, and end-user hardware support. This role will focus on clearing physical PC offboarding backlogs, staging and deploying hardware, executing new-hire workstation setups, and providing local desk-side support. The ideal candidate thrives in a fast-paced environment and has strong experience with hardware management, asset tracking, and customer-facing IT support.

Core Responsibilities

Asset Recovery & Offboarding (60%)

• Execute physical hardware offboarding processes.
• Receive, audit, wipe, pack, and log returned laptop inventory.
• Assist with clearing existing asset recovery backlogs.
• Manage local depot operations, including packing, shipping, and return logistics.
• Ensure proper chain-of-custody and documentation for all hardware assets.

Provisioning & Desk Setups (20%)

• Image, configure, stage, and deploy Windows 11 and macOS devices.
• Prepare laptops, desktops, monitors, and peripherals for new hires.
• Complete workstation setups and technology refresh activities.
• Perform quality checks and ensure equipment readiness prior to deployment.

Onsite Hardware Support (20%)

• Provide walk-up and desk-side technical support for local operations.
• Troubleshoot hardware, monitor, peripheral, and basic connectivity issues.
• Support end users with device setup and hardware-related incidents.
• Escalate complex issues through established support channels when necessary.

IT Asset Management

• Maintain accurate hardware inventory records within ServiceNow (ITAM).
• Track assets through receipt, deployment, redeployment, and retirement.
• Ensure all asset records are updated and compliant with company standards.
• Maintain 100% accuracy of asset tracking data.

Required Qualifications

• High School Diploma or GED required.
• 2 to 4 years of hands-on experience in desktop support, hardware provisioning, or IT asset management within an enterprise environment.
• Strong working knowledge of Windows 11 and macOS hardware setup, imaging, deployment, and troubleshooting.
• Experience using ServiceNow for incident management and asset tracking updates.
• Experience supporting laptop, desktop, monitor, docking station, and peripheral hardware.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Strong customer service skills with a professional end-user support approach.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Experience supporting enterprise hardware refresh or deployment projects.
• Experience managing asset recovery or offboarding programs.
• Familiarity with IT Asset Management (ITAM) best practices.
• Experience supporting supply chain, manufacturing, or operational environments.
• Knowledge of hardware lifecycle management processes.

Technical Skills

Required

• Windows 11
• macOS
• Hardware Imaging and Deployment
• Desktop and Laptop Troubleshooting
• ServiceNow
• IT Asset Management (ITAM)
• Hardware Inventory Tracking
• Microsoft Office Suite

Preferred

• Enterprise Device Lifecycle Management
• Asset Recovery Operations
• New Hire Technology Deployment
• Hardware Refresh Projects

Physical Requirements

• Ability to regularly unbox, move, transport, and package IT equipment.
• Ability to lift and carry hardware up to 40 pounds.
• Ability to work within office, storage, and depot environments as required.
• Ability to stand, walk, and move between work areas throughout the day.

Key Competencies

• Customer Focus
• Attention to Detail
• Accountability
• Problem Solving
• Organization and Time Management
• Communication
• Adaptability
• Teamwork
• Initiative