Technical Support Analyst

This role manages company computers and hardware from start to finish. You will help order, set up, track, repair, and retire devices like laptops and printers. You will work with IT, Finance, Procurement, and vendors to make sure equipment is handled the right way. This role also helps keep records accurate, manages costs, and improves processes.

Responsibilities

• 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.

Qualifications

• 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