Hardware Analyst III

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Fully Remote Hardware Support Analyst (must be local to Atlanta, GA)

The Hardware Support Analyst is responsible for coordinating additional hardware requests and ensuring they are fulfilled according to company standards and the end-user’s expectations. They work closely with product owners and vendor partners to ensure all identified hardware issues are resolved and retired hardware is disposed of properly. This role is also responsible for collecting unreturned equipment from stores and maintaining accurate inventory counts of DTT hardware in the field.

Hardware Meetings

• Conduct/attend regularly scheduled vendor hardware review meetings (currently NCR & Honor Built) to raise issues, discuss hardware support trends, and represent hardware support needs.
• Conduct regularly scheduled internal hardware review meetings to keep staff informed on weekly hardware support progress.
• Provide periodic progress reports to the Technology Delivery & Service team.

Additional Hardware Requests

• Collaborate with installation vendors to ensure equipment is ordered, delivered, and installed according to the request submitted.
• Monitor additional hardware requests to ensure all requests are fulfilled according to the end-user’s expectations and updated in Service Now appropriately.
• Compare additional hardware request invoices against the Service Now request documentation to confirm the invoices reflect the completed work performed.
• Follow up with stores to determine quality of service from vendors.

Out of Scope (OOS)

• Compare OOS invoices against repair diagnostic reporting to confirm requested repairs were evaluated and not covered under warranty.
• Ensure RMA hardware is collected from stores and returned to the proper vendors to complete requests.
• Proactively collect unreturned equipment (URE) from stores to avoid unnecessary fees.
• Coordinate the fulfillment of outstanding RMAs with like equipment (same model number) from inventory in storage.

Monthly Maintenance Fee Administration

• Audit hardware additions and removals to maintain an accurate count of Registers and KPS equipment physically present in stores (e.g., review hardware requests related to openings/remodels, additional equipment, removal of old equipment, store closures, and POS refresh).
• Compare Register and KPS hardware present in stores against monthly hardware support invoices to identify and address any discrepancies.
• Maintain and distribute a monthly spreadsheet listing total Register and KPS hardware counts for all stores to apply IT hardware support fees appropriately.

Hardware Communication & Documentation

• Maintain hardware installation guides, user guides, and the hardware responsibility matrix (in conjunction with Corporate Communications, project teams, and vendors).
• Create & maintain hardware request notification templates delivered via Service Now.

Hardware Support (Veri Fone, PAX, NCR, Honor Built, and Source Technologies)

• Ensure ongoing installation and hardware support questions submitted to the DTT Hardware mailbox get resolved.
• Ensure ongoing installation and hardware support escalations from support teams get resolved.
• Ensure stores receive timely updates on open requests and inquiries.
• Follow up with stores to validate on-hand hardware inventories. Format varies depending on task (email, call, or online survey).
• Monitor the quality of hardware break/fix requests (build, delivery, and responsiveness).
• Facilitate proactive maintenance requests as initiated by support teams or monitoring services.

Hardware Retirement

• Monitor the Return Old IT Equipment process in Service Now to ensure unwanted hardware is sent to appropriate storage vendors.
• Coordinate the disposal or recycling of retired hardware while obtaining a Data Sanitization or Certificate of Destruction letter for devices with sensitive data.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Contract

• Job function
  
  Information Technology
• Industries Staffing and Recruiting

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