IT Equipment Refresh Technician

DMI•Crownsville, MD

45d•Onsite

About The Position

DMI, LLC is seeking an IT Equipment Refresh Technician to join us. The IT Equipment Refresh specialist’s main responsibilities is to provide support for the Department of Information Technology’s computer lifecycle refresh project. The duties include the imaging of devices with DoIT’s latest Windows 10/Windows 11 Gold Image, the set up and installation of computers, migration of data, removal of legacy devices, installation of end user productivity software and applications, and IT asset inventory capture, validation, and recording, inclusive of pertinent user information such as email, site/location address, room/office/cube number, equipment asset tag, service tag, and any other pertinent serial numbers. These duties are to be performed for all Department of Information Technology Enterprise customers across approximately 40 State agencies. Assigned work will occur across the State. Travel, using a personal vehicle, may be required as necessary.

Requirements

Min Citizenship Status Required: H 1B
Physical Requirements: No Physical requirement needed for this position.

Responsibilities

IT Hardware & Software Support
Installation, configuration, and setup of hardware and software. These duties will include, but are not limited to, unpacking new products (laptops, desktops, tablets) from shipping boxes and inspect components for damage, reimage laptops/desktops/tablets as needed, perform BIOS updates, join computers to the domain, provide login assistance to end users, configure IP address as needed when applicable, organize product components and peripherals (e.g., keyboards, power supplies and mice) for deployment, deliver new equipment to the end user, connect external peripherals to the product (laptop, desktop, tablet) or product’s docking station. Assist with end user data migration services, if needed. Software and applications installation and setup. Ensure printer queue connectivity. Work with DoIT staff as needed to troubleshoot issues and resolve issues with desktop/laptop/tablet hardware, software, network connectivity, and other factors affecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
Removal of Legacy System
Disconnect legacy hardware. Move the legacy system to an onsite storage area designated by Agency or DoIT. Dispose of all boxes and packaging materials and keep the storage area clean of debris and trash.
IT Collaboration
Collaborate and consult with DoIT Client Services team members to solve technical issues related to the refresh and equipment remediation effort. Research and investigate solutions and workarounds by partnering with DoIT technical teams and peers.
Customer Service
Customer service is a critical function of this role and as such we have established guidelines to align with reasonable customer expectations. This position should work assigned tasks to meet and/or exceed customer expectations. Task management includes entering appropriate notations in the appropriate and/or relevant equipment refresh trackers, IT asset inventory trackers, issue and issue remediation trackers ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customers of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.
IT Asset & Inventory Support
Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes to ensure inventory is maintained accurately in accordance with DoIT asset policies. Update physical IT asset inventory sheets for new and old equipment. Collect signed paper records of device distribution to end users. Digitize and upload paper records to DoIT designated and approved project repositories.
Other Duties as Assigned
Perform other job-related duties as required by business needs.

Benefits

Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

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