Technical Support Analyst

Role Overview

• 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

Tech Stack

• ServiceNow

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