Position Summary

The IT PC Refresh Support Technician will be responsible for providing hands-on technical assistance during the PC hardware refresh deployment project. This role involves building, swapping, and deploying refreshed hardware to end users while ensuring minimal disruption to business operations. The technician will troubleshoot hardware and software issues, deliver exceptional customer service, and ensure smooth IT system performance across the location.

This position may occasionally require after-hours support for emergency troubleshooting, system maintenance, or other critical needs.

Key Responsibilities

Deploy, configure, and test new PC hardware and accessories as part of the hardware refresh program.
Install, configure, and support endpoint software and applications.
Troubleshoot and resolve hardware, software, network, and printer issues for end users.
Provide second-level (L2) desktop support and escalate unresolved issues to higher-tier teams when needed.
Maintain accurate documentation in the IT Service Management (ITSM) system, including issue details, resolution steps, and timelines.
Assist users through company service desk tools such as Bomgar or other remote desktop software.
Ensure compliance with IT policies, procedures, and security standards.
Communicate effectively with end users, providing clear explanations of technical policies and troubleshooting steps.
Participate in special projects, such as large-scale hardware rollouts or office relocations.
Support continuous improvement by documenting best practices and process enhancements.

Required Qualifications

1–2 years of proven experience in a technical support or customer service role with exposure to PC hardware and software troubleshooting.
Experience with installation and configuration of computer systems and applications.
Knowledge of Windows (7/10/11) and Mac OS operating systems.
Experience using service desk or remote access tools such as Bomgar, ServiceNow, or TeamViewer.
Strong analytical and systematic problem-solving skills.
Excellent communication and customer service skills—both written and verbal.
Ability to manage time effectively, prioritize tasks, and meet resolution deadlines.
High school diploma or equivalent required; IT-related coursework or certifications preferred.

Preferred Certifications

CompTIA A+
CompTIA Network+
ITILv4 Foundation
Windows 10 / 11 Certified
Dell Proven Professional

Additional Information

May require after-hours or weekend support for emergency situations or system maintenance.
Work involves interaction with end users, IT teams, and business stakeholders.
Physical activity may include moving, lifting, and setting up computer equipment.

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