Hardware Warranty Technician

Inserso is seeking a Hardware Warranty Technician to provide support to our government customer at their Chandler, AZ facility (Hybrid). This position will provide hardware warranty administration and maintenance support services to include depot maintenance, processing items for OEM repair, procurement, inventories, installation of hardware, investigating user's hardware issues and helping them successfully expedite warranty repairs/replacements by acting as an escalation path between the user and the vendor support team.

The Hardware Warranty Technician is part of our enterprise operations support team and will collaborate directly with the other teams, including Service Desk, IT Field Operations (ITFO), Network Operations Center, Active Directory, Engineering, and other teams. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

Responsibilities:

This role will include, but will not be limited to the following responsibilities:

• Provide identification/fixing for the problems within existing hardware systems and new hardware systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems.
  
• Provide remote hardware support (phone, tickets, chats, email, web submissions) in an enterprise environment of 35,000 users in the US and overseas.
  
• Create and submit tickets to 3rd party vendors for Hardware repair and/or replacement.
  
• Request and submit parts cost estimate quotes to 3rd party vendors.
  
• Provide inventory support and input to the inventory system for the customer.
  
• Provide timely error-free part replacement and repair for laptops and IT hardware equipment.
  
• Order, receive and maintain spare parts while reducing and controlling maintenance costs.
  
• Proactive and efficient spare parts inventory management while minimizing re-stocking downtime and costs.
  
• Contribute to technical discussions, develop, and present briefing materials to ensure the customer's needs are met.
  
• Effectively communicate with customers, stakeholders, and technical specialists.
  
• Applies fundamental concepts, processes, practices, and procedures on technical assignments.
  
• Analyzes functional business requirements and design specifications for functional activities.
  
• Create daily, weekly, and monthly activity reports describing activities accomplished and measurable stats.
  
• Support and maintenance of hardware warranty
  
• Procurement support for hardware.
  

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
  
• Associate Degree or equivalent experience.
  
• 2 years of relevant IT support experience (Desktop support, IT Field Engineer, Service Desk).
  
• Experience working in an IT Service Desk environment.
  
• Experience using ServiceNow or other similar ITSM tools.
  
• Flexibility to work various dayshifts (4AM to 6PM) and on call as needed.
  

Preferred Skills/Experience:

• ITIL Foundations Certification.
  
• Experience supporting DHS or other similar federal agencies.
  
• Experience tracking inventory, maintaining, processing, repairing, or procuring hardware.
  
• Technical writing, presentation, and documentation skills.
  
• Experience replacing system mother boards or other computer components.
  
• DELL EMC Certified and/or HPE Partner Program certified.
  
• Experience with Panasonic, General Dynamics Rugged Laptops, Dell OpenManager, and HP InsightManager.
  
• Experience with troubleshooting or administering VTC equipment.
  
• Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).
  

Physical and/or Mental Qualifications:

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
  
• This work requires that an individual positions themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs.
  

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.