Deskside Support Engineer

Bell Techlogix • Richmond, VA

2d • Onsite

About The Position

Coordinate hardware dispatches and logistics. Support imaging, update testing, and manage physical and logical hardware inventory within the depot. Utilize ServiceNow and other depot tools to manage workflow and ticketing processes. Load operating system on computers using standard deployment and build procedures. Prepare and ship hardware to the correct address in accordance with established procedures. Create and update process documentation as needed. Collaborate with technical staff and Asset Managers to expedite the laptop build process. Inspect and prepare returned hardware for repair, redeployment, repurposing, or retirement in accordance with established procedures. Troubleshoot and resolve hardware, imaging, deployment, and inventory-related issues or errors. Train new employees on hardware repair, imaging, deployment, and system-based tasks. Evaluate business needs and recommend solutions in accordance with standards. Evaluate and implement process improvements. Assist with inventory control, parts ordering, and shipping/receiving activities to support depot services. Maintain reliable and regular attendance. Other duties as assigned by management.

Requirements

• Associate degree in information technology, computer science, electronics, or a related technical field, or equivalent professional experience.
• Minimum of 5 years of relevant technical experience, including break/fix support.
• Must obtain Break/Fix certification within the first 6 months of employment.
• Advanced working knowledge and experience related to inventory management and equipment repairs.
• Working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Strong verbal and written communication skills.
• Strong time management and organizational skills.
• Ability to multitask and prioritize competing demands in a fast-paced work environment.
• Advanced technical, analytical, and problem-solving skills.
• Advanced diagnostic and repair skills.
• Ability to work independently and effectively as a member of a team.
• Strong commitment to customer service.
• Professional and positive approach, with the ability to resolve problems constructively.
• Ability to manage hardware logistics accurately, including dispatch coordination, shipment preparation, and chain-of-custody documentation.
• Must pass pre-employment (post offer) background check and drug screen.
• Must maintain a valid driver’s license.
• US Citizenship required due to federal government contract requirements.

Nice To Haves

• Experience working with vendors to ensure contractual obligations and statements of work are met.
• Familiarity with chain of custody processes and best practices.
• General networking knowledge, including an understanding of IP addressing, DNS, network connectivity, and basic troubleshooting concepts as they relate to device imaging, deployment, and endpoint support.

Responsibilities

• Coordinate hardware dispatches and logistics.
• Support imaging, update testing, and manage physical and logical hardware inventory within the depot.
• Utilize ServiceNow and other depot tools to manage workflow and ticketing processes.
• Load operating system on computers using standard deployment and build procedures.
• Prepare and ship hardware to the correct address in accordance with established procedures.
• Create and update process documentation as needed.
• Collaborate with technical staff and Asset Managers to expedite the laptop build process.
• Inspect and prepare returned hardware for repair, redeployment, repurposing, or retirement in accordance with established procedures.
• Troubleshoot and resolve hardware, imaging, deployment, and inventory-related issues or errors.
• Train new employees on hardware repair, imaging, deployment, and system-based tasks.
• Evaluate business needs and recommend solutions in accordance with standards.
• Evaluate and implement process improvements.
• Assist with inventory control, parts ordering, and shipping/receiving activities to support depot services.
• Maintain reliable and regular attendance.
• Other duties as assigned by management.

Benefits

• Competitive compensation and benefits package with opportunity for career advancement in a collaborative and diverse environment.
• PTO
• Health, Dental, and Vision Insurance
• 401K
• Maternity & Paternity Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree