IT Hardware Support Specialist

Position Summary This is a hands-on, hardware-focused role responsible for the physical break/fix, deployment, and lifecycle management of end-user computing equipment at a fast-paced, high-volume client site. The Technician performs desktop and laptop hardware swaps, break/fix repairs, equipment refreshes, and urgent hot-swap replacements to keep end users up and running with minimal downtime. This is a physical, on-the-floor role that requires speed, precision, and professionalism in a demanding, white-glove environment.

The Technician performs frontline hardware diagnostics and triage, and escalates software, network, and application-layer issues to the Tier 2 support team once hardware has been ruled out or replaced. The technician should have approximately 1-3 years of relevant hardware, deployment, or desktop support experience. Overtime will be required for this role.

• Perform hands-on hardware swaps for laptops, desktops, monitors, docking stations, and peripherals, including urgent "hot swap" replacements during business-critical incidents.
• Diagnose and resolve hardware-level issues (power, boot, display, peripheral, and docking failures) through visual inspection, component testing, and manufacturer diagnostic tools.
• Image, configure, and stage replacement laptops and desktops ahead of deployment, and re-image machines as part of break/fix or refresh workflows.
• Execute scheduled hardware refresh cycles, coordinating pickup, data handoff, setup, and disposal/recycling of retired equipment.
• Perform minor hardware-adjacent troubleshooting (cabling, docking station connectivity, monitor configuration, printer hardware) before escalating.
• Physically deliver, install, and set up equipment at end-user desks, meeting rooms, and designated service points, maintaining a clean and organized work area.
• Maintain accurate equipment inventory records, including asset tagging, check-in/check-out, and status updates in the inventory management system.
• Process RMAs with hardware manufacturers and coordinate replacement part or unit ordering.
• Log, update, and manage assigned tickets in the ticketing system in accordance with defined SLAs, documenting hardware findings and actions taken.
• Escalate non-hardware issues (software, application, network, and account-level problems) to the Tier 2 support team promptly, with clear documentation of hardware already tested or ruled out.
• Sign off on closed tickets with the end user, confirming the hardware issue is fully resolved before closure.
• Maintain a consistent physical presence at designated service points and be readily available for walk-up hardware support and scheduled pickups/deliveries.
• Operate with discretion, urgency, and professionalism in a high-visibility, white-glove environment where minimal disruption and fast turnaround are critical.
• Follow all client and company security, chain-of-custody, and asset-handling procedures when handling equipment.

• 1-3 years of hands-on hardware break/fix, deployment, or desktop support experience; experience in a high-volume, fast-paced, or white-glove corporate environment preferred.
• Strong hands-on mechanical aptitude for hardware disassembly, repair, and reassembly, with hands-on experience on Lenovo and Dell laptops, Dell desktops, and Dell monitors.
• Familiarity with PC imaging and deployment tools (e.g., PXE boot imaging) and peripheral setup and troubleshooting (docking stations, Logitech peripherals, printers).
• Experience with IT asset/inventory management systems (e.g., Oomnitza or similar) and working knowledge of Service Now or a comparable ticketing platform.
• Ability to prioritize and execute urgent hot-swap requests under time pressure without sacrificing accuracy, and to work independently with minimal supervision.
• Strong attention to detail in inventory tracking, asset handling, and documentation, with clear written and verbal communication for ticket documentation and end-user updates.
• Excellent customer service skills with the composure to support a demanding, high-expectation end-user base, and the judgment to identify when an issue is outside hardware scope and escalates efficiently to Tier 2.
• Comfortable using hand and power tools safely, and able to lift/move up to 50 lbs. and perform bending, reaching, kneeling, and climbing as needed to access and install equipment.
• Overtime availability required.
• Flexibility to support extended hours or a shifted schedule for urgent hardware escalations,…