IT Customer Operations Depot Technician 1

The IT Customer Ops Depot Technician is a member of our hardware depot team. They are responsible for configuration and distribution of laptops for new hires and existing employee laptop swaps.

Configuration and distribution of PCs including but not limited to:

• Onsite laptop provisioning and depot activities.
• Complete laptop setups and deployment for employees using standard hardware, images, and software.
• Manage physical asset inventory and update system accordingly.
• Troubleshoot and resolve hardware, software and connectivity issues discovered during provisioning process.
• Coordinate with authorized vendor(s) for PC hardware repair.

Coordinate user laptop upgrades and support during scheduled refresh process:

• Schedule meetings with users to assist with laptop swap process.
• Provide IT support related to laptop swaps.
• Coordinate and remediate laptop SWAP returns

Other miscellaneous tasks such as:

• Maintain and/or coordinate PC hardware inventory.
• Order and purchase standard equipment and software through approved vendors.
• Shipping label creation and packaging of laptops for shipping.
• Participation in weekly team calls.

EDUCATION

• Associate degree or equivalent experience

TECHNICAL/SOFT SKILLS

• Working knowledge of hardware and applications
• Experience with Microsoft Windows OS, MAC OS, MS, Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow Service Desk software, VoIP phone systems, CCH ProSystem FX, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Excellent verbal and written communications
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks and strong attention to detail
• Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

EXPERIENCE

1-3 years relevant experience in customer service or IT support