IT Hardware Support Specialist

Job description

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 to 3 years of relevant hardware, deployment, or desktop support experience. Overtime will be required for this role. Responsibilities 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. Qualifications & Experience 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 ServiceNow 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 escalate 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, refresh events, or critical operational needs, including nights and weekends when required. CompTIA A+ or equivalent hardware certification a plus; Dell or Lenovo hardware certification a plus. The role requires the flexibility to prioritize urgent hardware escalations and hot-swap requests over routine work as business needs dictate, while maintaining the speed, accuracy, and professionalism expected in a high-visibility support environment. Salary Range $23.49 - $37.10 USD (Hourly) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors. Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including: Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only Dental provided through UHC Nationwide Vision provided by UHC Flexible Spending Account for Health & Dependent Care Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific) Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera Corporate Wellness Program provided by Goomi Group Employee Assistance Program Wellness Days 401k Plan Basic and Supplemental Life Insurance Short Term & Long Term Disability Critical Illness, Critical Hospital, and Voluntary Accident Insurance Tuition Reimbursement (available 6 months after start date, capped) Paid Time Off (accrued and prorated, maximum of 120 hours annually) Paid Holidays Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law