IT Equipment Refresh Technician

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, ef?cient, and cost-effective solutions that drive measurable results.

Learn more at

DMI, LLC is seeking an IT Equipment Refresh Technician to join us. The IT Equipment Refresh specialist’s main responsibilities is to provide support for the Department of Information Technology’s computer lifecycle refresh project. The duties include the imaging of devices with DoIT’s latest Windows 10/Windows 11 Gold Image, the set up and installation of computers, migration of data, removal of legacy devices, installation of end user productivity software and applications, and IT asset inventory capture, validation, and recording, inclusive of pertinent user information such as email, site/location address, room/office/cube number, equipment asset tag, service tag, and any other pertinent serial numbers.

These duties are to be performed for all Department of Information Technology Enterprise customers across approximately 40 State agencies. Assigned work will occur across the State. Travel, using a personal vehicle, may be required as necessary.

• IT Hardware & Software Support

• Installation, configuration, and setup of hardware and software. These duties will include, but are not limited to, unpacking new products (laptops, desktops, tablets) from shipping boxes and inspect components for damage, reimage laptops/desktops/tablets as needed, perform BIOS updates, join computers to the domain, provide login assistance to end users, configure IP address as needed when applicable, organize product components and peripherals (e.g., keyboards, power supplies and mice) for deployment, deliver new equipment to the end user, connect external peripherals to the product (laptop, desktop, tablet) or product’s docking station.
  
  Assist with end user data migration services, if needed. Software and applications installation and setup. Ensure printer queue connectivity. Work with DoIT staff as needed to troubleshoot issues and resolve issues with desktop/laptop/tablet hardware, software, network connectivity, and other factors affecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

• Removal of Legacy System

• Disconnect legacy hardware. Move the legacy system to an onsite storage area designated by Agency or DoIT. Dispose of all boxes and packaging materials and keep the storage area clean of debris and trash.

• IT Collaboration

• Collaborate and consult with DoIT Client Services team members to solve technical issues related to the refresh and equipment remediation effort. Research and investigate solutions and workarounds by partnering with DoIT technical teams and peers.

• C ustomer Service

• Customer service is a critical function of this role and as such we have established guidelines to align with reasonable customer expectations. This position should work assigned tasks to meet and/or exceed customer expectations. Task management includes entering appropriate notations in the appropriate and/or relevant equipment refresh trackers, IT asset inventory trackers, issue and issue remediation trackers ticket relative to issues identified and actions taken.
  
  Document all work in Service Now per the DoIT Ticket Handling Etiquette guidelines and apprise customers of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

• IT Asset & Inventory Support

• Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes to ensure…