Desktop Support / Hardware Refresh Project

The Fountain Group; Dallas (TX); On-site; USD 37,000 - 40,000; Full time

Job summary

The Fountain Group is seeking a proactive Onsite IT Support & Asset Recovery Technician to support onsite IT operations, asset recovery initiatives, and end-user hardware support in Dallas. This role will focus on clearing backlogs, staging and deploying hardware, and providing local desk-side support.

The ideal candidate has 2–4 years of hands-on desktop support or IT asset management experience with Windows 11, macOS, and ServiceNow.

Qualifications

• 2–4 years of hands-on desktop support or IT asset management experience.
• Strong working knowledge of Windows 11 and macOS hardware setup, imaging, deployment, and troubleshooting.
• Experience using ServiceNow for incident management and asset tracking updates.
• Experience supporting laptops, desktops, monitors, docking stations, and peripherals.
• Excellent verbal and written communication skills; strong customer service mindset.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Execute physical hardware offboarding processes and ensure proper chain-of-custody for assets.
• Receive, audit, wipe, pack, and log returned laptop inventory; assist with backlog reduction.
• Manage local depot operations, including packing, shipping, and return logistics.
• Image, configure, stage, and deploy Windows 11 and macOS devices for new hires; prepare equipment.
• Provide walk-up and desk-side technical support; troubleshoot hardware, monitors, peripherals, and basic connectivity issues; escalate when needed.
• Maintain accurate hardware inventory records within ServiceNow (ITAM) and track assets through receipt, deployment, and retirement.

Skills

Windows 11

macOS

Hardware Imaging and Deployment

Desktop Troubleshooting

ServiceNow

IT Asset Management

Asset Tracking

Microsoft Office Suite

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Onsite IT Support & Asset Recovery Technician

Pay: $27-29.29/hour

Duration: 6 months with extensions based on performance

Work Location: Onsite in Dallas, TX, with support responsibilities in Allen, TX as needed

Schedule: Standard Business Hours, Monday through Friday 8am to 5 pm

Position Summary

We are seeking a proactive, hands‑on Onsite IT Support & Asset Recovery Technician to support onsite IT operations, asset recovery initiatives, and end‑user hardware support. This role will focus on clearing physical PC offboarding backlogs, staging and deploying hardware, executing new‑hire workstation setups, and providing local desk‑side support. The ideal candidate thrives in a fast‑paced environment and has strong experience with hardware management, asset tracking, and customer‑facing IT support.

Core Responsibilities

• Asset Recovery & Offboarding (60%):
  • Execute physical hardware offboarding processes.
  • Receive, audit, wipe, pack, and log returned laptop inventory.
  • Assist with clearing existing asset recovery backlogs.
  • Manage local depot operations, including packing, shipping, and return logistics.
  • Ensure proper chain‑of‑custody and documentation for all hardware assets.
• Provisioning & Desk Setups (20%):
  • Image, configure, stage, and deploy Windows 11 and macOS devices.
  • Prepare laptops, desktops, monitors, and peripherals for new hires.
  • Complete workstation setups and technology refresh activities.
  • Perform quality checks and ensure equipment readiness prior to deployment.
• Onsite Hardware Support (20%):
  • Provide walk‑up and desk‑side technical support for local operations.
  • Troubleshoot hardware, monitor, peripheral, and basic connectivity issues.
  • Support end users with device setup and hardware‑related incidents.
  • Escalate complex issues through established support channels when necessary.
• IT Asset Management
  • Maintain accurate hardware inventory records within ServiceNow (ITAM).
  • Track assets through receipt, deployment, redeployment, and retirement.
  • Ensure all asset records are updated and compliant with company standards.
  • Maintain 100% accuracy of asset tracking data.

Required Qualifications

• High School Diploma or GED required.
• 2 to 4 years of hands‑on experience in desktop support, hardware provisioning, or IT asset management within an enterprise environment required.
• Strong working knowledge of Windows 11 and macOS hardware setup, imaging, deployment, and troubleshooting.
• Experience using ServiceNow for incident management and asset tracking updates.
• Experience supporting laptop, desktop, monitor, docking station, and peripheral hardware.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Strong customer service skills with a professional end‑user support approach.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Experience supporting enterprise hardware refresh or deployment projects.
• Experience managing asset recovery or offboarding programs.
• Familiarity with IT Asset Management (ITAM) best practices.
• Experience supporting supply chain, manufacturing, or operational environments.
• Knowledge of hardware lifecycle management processes.

Technical Skills

Required

• Windows 11
• macOS
• Hardware Imaging and Deployment
• Desktop and Laptop Troubleshooting
• ServiceNow
• IT Asset Management (ITAM)
• Hardware Inventory Tracking
• Microsoft Office Suite

Preferred

• Enterprise Device Lifecycle Management
• Asset Recovery Operations
• New Hire Technology Deployment
• Hardware Refresh Projects

Physical Requirements

• Ability to regularly unbox, move, transport, and package IT equipment.
• Ability to lift and carry hardware up to 40 pounds.
• Ability to work within office, storage, and depot environments as required.
• Ability to stand, walk, and move between work areas throughout the day.

Ideal Candidate Profile

The ideal candidate is a hands‑on IT professional with experience in desktop support, hardware provisioning, and asset management. They are comfortable working independently, managing large hardware inventories, maintaining precise asset records, and providing excellent onsite customer support. Experience with Windows, macOS, and ServiceNow is essential, along with a strong commitment to accuracy, process compliance, and backlog reduction.