Hardware Analyst III

Staffing Technologies; Atlanta (GA); Remote; USD 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Hardware Support Analyst based in Atlanta, GA. This remote role involves coordinating hardware requests, managing inventory, and ensuring all hardware issues are efficiently resolved. Candidates should have strong skills in communication and vendor management, and a proven track record in hardware support.

Qualifications

• Experience in hardware support and analysis.
• Ability to manage vendor communications effectively.
• Strong coordination and inventory management skills.

Responsibilities

• Coordinate hardware requests and ensure fulfillment according to standards.
• Conduct hardware review meetings and provide progress reports.
• Audit hardware counts and manage hardware retirement processes.

Skills

Coordination

Inventory Management

Vendor Management

Communication

Job description

Direct message the job poster from Staffing Technologies

Senior Technology Recruiter at Staffing Technologies / Thompson Technologies - Wholly owned subsidiaries of Saicon Consultants - Certified WBE/MBE

Fully Remote Hardware Support Analyst (must be local to Atlanta, GA)

The Hardware Support Analyst is responsible for coordinating additional hardware requests and ensuring they are fulfilled according to company standards and the end-user’s expectations. They work closely with product owners and vendor partners to ensure all identified hardware issues are resolved and retired hardware is disposed of properly. This role is also responsible for collecting unreturned equipment from stores and maintaining accurate inventory counts of DTT hardware in the field.

Hardware Meetings

• Conduct/attend regularly scheduled vendor hardware review meetings (currently NCR & HonorBuilt) to raise issues, discuss hardware support trends, and represent hardware support needs.
• Conduct regularly scheduled internal hardware review meetings to keep staff informed on weekly hardware support progress.
• Provide periodic progress reports to the Technology Delivery & Service team.

Additional Hardware Requests

• Collaborate with installation vendors to ensure equipment is ordered, delivered, and installed according to the request submitted.
• Monitor additional hardware requests to ensure all requests are fulfilled according to the end-user’s expectations and updated in ServiceNow appropriately.
• Compare additional hardware request invoices against the ServiceNow request documentation to confirm the invoices reflect the completed work performed.
• Follow up with stores to determine quality of service from vendors.

Out of Scope (OOS)

• Compare OOS invoices against repair diagnostic reporting to confirm requested repairs were evaluated and not covered under warranty.
• Ensure RMA hardware is collected from stores and returned to the proper vendors to complete requests.
• Proactively collect unreturned equipment (URE) from stores to avoid unnecessary fees.
• Coordinate the fulfillment of outstanding RMAs with like equipment (same model number) from inventory in storage.

Monthly Maintenance Fee Administration

• Audit hardware additions and removals to maintain an accurate count of Registers and KPS equipment physically present in stores (e.g., review hardware requests related to openings/remodels, additional equipment, removal of old equipment, store closures, and POS refresh).
• Compare Register and KPS hardware present in stores against monthly hardware support invoices to identify and address any discrepancies.
• Maintain and distribute a monthly spreadsheet listing total Register and KPS hardware counts for all stores to apply IT hardware support fees appropriately.

Hardware Communication & Documentation

• Maintain hardware installation guides, user guides, and the hardware responsibility matrix (in conjunction with Corporate Communications, project teams, and vendors).
• Create & maintain hardware request notification templates delivered via ServiceNow.

Hardware Support (VeriFone, PAX, NCR, HonorBuilt, and Source Technologies)

• Ensure ongoing installation and hardware support questions submitted to the DTT Hardware mailbox get resolved.
• Ensure ongoing installation and hardware support escalations from support teams get resolved.
• Ensure stores receive timely updates on open requests and inquiries.
• Follow up with stores to validate on-hand hardware inventories. Format varies depending on task (email, call, or online survey).
• Monitor the quality of hardware break/fix requests (build, delivery, and responsiveness).
• Facilitate proactive maintenance requests as initiated by support teams or monitoring services.

Hardware Retirement

• Monitor the Return Old IT Equipment process in ServiceNow to ensure unwanted hardware is sent to appropriate storage vendors.
• Coordinate the disposal or recycling of retired hardware while obtaining a Data Sanitization or Certificate of Destruction letter for devices with sensitive data.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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