Hardware Technician

Job Overview:

We are seeking a motivated and tech-savvy Hardware Technician to join our IT team. This individual will be responsible for supporting our clients by handling inbound support calls, provisioning hardware, maintaining IT inventory, and documenting processes. The ideal candidate has strong organizational skills, attention to detail, and a customer-focused mindset.

This position reports directly to the Service Delivery Team Lead

Responsibilities:

Hardware Provisioning

• Install, configure, and maintain hardware and software for clients following company SOPs and Knowledge Base guidelines.
• Ensure accurate documentation of all hardware deployments in relevant systems.
• Manage IT inventory, ensuring proper asset tracking and adherence to SOPs.
• Visit customer locations as needed to set up hardware systems according to standard procedures.

Level 1 Service Desk

• Answer inbound calls and emails, create initial tickets, and escalate issues as necessary.
• Provide basic technical support to end-users, including troubleshooting hardware, software, and network issues.
• Collaborate with team members to identify and implement IT process improvements.
• Assist IT team with projects such as system upgrades, network management, and security initiatives.
• Maintain professionalism when interacting with clients and internal staff.

Documentation

• Maintain and update customer records in systems such as Autotask, IT Glue, and monday.com.
• Follow company SOPs and KBS when creating or updating documentation.
• Create and update knowledge base articles based on experiences resolving tickets.
• Assist in training and supporting peers on hardware and service desk procedures.

Required Skills & Qualifications:

• High school diploma or equivalent; pursuing or completed degree in Information Technology, Computer Science, or related field preferred.
• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with Microsoft Office Suite and operating systems such as Windows and macOS.
• Strong written and verbal communication skills; empathetic customer service approach.
• Detail-oriented, with excellent organizational and time management abilities.
• Ability to work independently and collaboratively in a team environment.
• Excellent organizational, time management, and multitasking capabilities.
• Valid drivers license with a clean driving record.

Preferred Qualifications:

• Available to consistently work up to 40 hours a week
• Knowledge of cybersecurity principles and best practices.
• Familiarity with cloud services such as AWS, Azure, or Google Cloud.
• Understanding of database management systems.

Estimated Usage of Time:

• 50% - Hardware provisioning, setup, and maintenance following SOPs (~20 hours/week)
• 40% - Answering calls/emails and working alongside the team to resolve any issues that arise (~16 hours/week)
• 10% - Knowledge Base Documentation (~2 hours/week)

Benefits:

• Gain practical experience in a professional IT environment.
• Mentorship and training from experienced IT professionals.
• Opportunity to work on impactful IT projects.
• Networking opportunities within the industry.

Work Environment:

• Weekday Schedule: Monday thru Friday, 9am-6pm or 8 am- 5 pm
• Must have reliable transportation.
• Must be able to lift 30 pounds.
• Must be able to stand for 1+ hour periods.
• Competitive salary, as well as employer contributed health benefits
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced, but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year