Technical Support Analyst
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Job Description
Technical Support Analyst managing the life cycle of IT hardware and providing Tier 2 support for issues. Collaborating with multiple teams to ensure accurate hardware management and record-keeping.
Responsibilities:
- Manage the full life cycle of hardware, including setup, replacements, repairs, returns, and end-of-life
- Prepare and deploy laptops and devices for employees
- Provide Tier 2 support for hardware issues (laptops, printers, and accessories)
- Coordinate repairs, shipping, and vendor returns (RMAs)
- Support large device rollouts and urgent requests
- Manage hardware leases, including renewals, buyouts, and billing
- Review and process invoices and financial records
- Keep asset data accurate in systems like ServiceNow
- Fix data issues and support system updates or improvements
- Create reports to track inventory, usage, and risk
- Support audits and provide data to leaders when needed
- Work with vendors (Lenovo, Apple, Ricoh, etc.) on pricing, repairs, and orders
- Partner with teams across IT, Finance, Procurement, and Security
- Create and update processes, job aids, and documentation
- Identify gaps and suggest improvements to make processes better and more efficient.
Requirements:
- Experience working with IT hardware or asset management
- Strong attention to detail and ability to keep accurate records
- Experience with ServiceNow or similar systems is preferred
- Basic understanding of hardware support and troubleshooting
- Experience working with vendors and handling equipment orders or repairs
- Comfortable working with data, reports, and spreadsheets (Excel)
- Strong communication skills and ability to work with different teams
- Ability to manage multiple tasks and solve problems independently
Benefits:
- health insurance
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
- leaves of absence
- annual bonus plan
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