Computer Replacement Technician

This role requires candidates who are currently authorized to work in the U.S. without sponsorship, and C2C arrangements are not accepted. This role is on-site. 

Position Summary

The Computer Replacement Technician is a hands-on, field-based role dedicated to executing an enterprise computer replacement program. This position focuses exclusively on replacing aging or unsupported devices, ensuring faculty and staff receive timely hardware upgrades while maintaining data integrity, security standards, and a high level of customer service.

This role emphasizes white-glove, in-person support. The technician meets directly with end users, understands how they work, migrates all data and applications, and ensures a seamless transition that mirrors the user’s previous workstation with minimal disruption.

Position-Specific Responsibilities / Accountabilities

• Execute Computer Replacements:
  Complete approximately 12–15 computer replacements per week as part of a structured replacement program, supporting a standardized device refresh cycle and the retirement of end-of-life systems.

• Coordinate User Scheduling:
  Proactively contact users to schedule replacement appointments, maintaining professionalism in all written and verbal communication and ensuring minimal disruption to daily work.

• Deploy and Configure Replacement Devices:
  Image, configure, and deploy replacement computers using standard endpoint management tools (e.g., Jamf and Microsoft Intune) to maintain consistency, security, and compliance with IT standards.

• Ensure Seamless Data Migration:
  Perform thorough data transfers from old to new devices, migrate applications and settings, validate data integrity, and confirm user satisfaction before closing appointments.

• Maintain Asset Tracking Accuracy:
  Document all replacements and asset changes in the IT service management system (e.g., ServiceNow), ensuring accurate inventory records, proper device retirement, and audit-ready documentation.

• Provide Technical Support During Replacements:
  Troubleshoot imaging failures, peripheral issues, software problems, and configuration challenges encountered during deployments.

• Deliver Outstanding Customer Service:
  Communicate technical processes clearly, set expectations, follow through on commitments, and model professionalism in every end-user interaction.

• Organize and Manage Replacement Logistics:
  Coordinate pickup of old devices, staging of new equipment, transport between locations, and secure decommissioning processes.

• Meet Replacement Performance Targets:
  Consistently achieve weekly replacement goals while maintaining quality, documentation accuracy, and customer satisfaction.

• Perform Other Related Duties:
  Support imaging, staging, decommissioning, and other IT deployment initiatives as assigned.

Requisite Qualifications

Education

• Associate’s degree or equivalent work experience required.

Knowledge & Skills

• Proficiency supporting Windows 10/11 and macOS environments.

• Strong hands-on data migration experience (files, applications, settings).

• Familiarity with endpoint management platforms such as Jamf and Microsoft Intune.

• Working knowledge of Microsoft 365 (Outlook, OneDrive, OneNote).

• Experience retrieving recovery keys and documenting assets in an ITSM platform (e.g., ServiceNow).

• Understanding of basic networking concepts related to deployments (Wi-Fi, DNS, DHCP).

• Excellent written and verbal communication skills.

• Strong customer service mindset with attention to professionalism and follow-through.

Abilities

• Work independently in a field-based environment while meeting productivity targets.

• Manage multiple scheduled appointments efficiently.

• Maintain strong attention to detail in migrations, documentation, and quality checks.

• Adapt quickly to new tools, workflows, and user needs.

• Safely lift and transport computer equipment up to approximately 50 lbs.

Preferred Qualifications

• Prior experience supporting large-scale computer refresh or deployment programs.

• Experience with device imaging and staging workflows.

• Familiarity with ITIL concepts related to asset management and service fulfillment.

• CompTIA A+, HDI, or similar certifications.

• Process improvement or technical documentation experience.