IT Equipment Refresh Technician

• Image or reimage laptops, desktops, and tablets using DoIT s latest Windows 10 or Windows 11 Gold Image.
• Unpack equipment and inspect it for damage.
• Perform BIOS updates and join computers to the domain.
• Install and configure approved software and productivity applications.
• Configure IP addresses when required.
• Connect docking stations, monitors, keyboards, mice, power supplies, printers, and other peripherals.
• Deliver and set up equipment for end users.
• Assist users with login, printer connectivity, and data migration.

Technical Support

• Troubleshoot hardware, software, network, connectivity, and system-performance issues.
• Work with DoIT teams to resolve deployment and equipment-remediation problems.
• Confirm that computers connect properly to systems such as file servers, email servers, conferencing systems, application servers, validation systems, and administrative systems.
• Research solutions and workarounds with technical teams and peers.

Legacy Equipment Removal

• Disconnect and remove legacy equipment.
• Move old equipment to the designated onsite storage area.
• Dispose of packaging materials and keep deployment and storage areas clean.

Customer Service and Documentation

• Provide courteous, professional, and responsive customer service.
• Keep customers informed of progress and resolution status.
• Document all work in ServiceNow according to DoIT ticket-handling guidelines.
• Update equipment-refresh, asset-inventory, issue, and remediation trackers with accurate information.

Asset and Inventory Management

• Capture, validate, and record asset and user information, including:
• User name and email address
• Site or location address
• Room, office, or cubicle number
• Equipment asset tag
• Service tag
• Relevant serial numbers
• Update inventory records for new and legacy equipment.
• Track equipment moves, additions, and changes according to DoIT asset policies.
• Collect signed device-distribution records.
• Digitize and upload records to approved DoIT project repositories.
• Assist with physical inventory activities at DoIT-supported locations.

Additional Responsibilities

• Perform other job-related duties based on business needs.

• Hands-on experience installing, configuring, imaging, and deploying laptops, desktops, or tablets.
• Experience supporting Windows 10 and Windows 11 devices.
• Ability to perform BIOS updates, join computers to a domain, and configure basic network settings.
• Experience installing software, migrating user data, and connecting printers and peripherals.
• Ability to troubleshoot hardware, software, network-connectivity, and system-performance issues.
• Strong customer-service and communication skills.
• Ability to maintain accurate tickets, trackers, inventory records, and equipment documentation.
• Ability to safely unpack, move, connect, and remove computer equipment.
• Ability to work at different State agency locations.
• Ability and willingness to travel throughout the State using a personal vehicle when required.

Preferred Skills

• Experience with ServiceNow or a similar IT service-management platform.
• Experience using standardized Windows Gold Images.
• Experience supporting large-scale computer refresh or lifecycle-replacement projects.
• Familiarity with IT asset-management policies and physical inventory processes.
• Experience supporting enterprise environments with file servers, email systems, conferencing platforms, application servers, and administrative systems.
• Experience collaborating with desktop support, client services, networking, and other technical teams.