Hardware Support Technician — RMA & Troubleshooting

KeyStaff Inc.; Round Rock (TX); On-site; USD 25,000 - 30,000; Full time

Job summary

KeyStaff, Inc. is seeking a Customer Support Technician in Round Rock, TX to provide support for hardware, software, and warranty issues. You will troubleshoot, coordinate RMAs, document resolutions, and collaborate with engineering, quality, and production teams to improve processes.

The role requires strong hardware knowledge, Windows troubleshooting, and excellent communication, with duties spanning multi-channel support and data-driven problem solving.

Qualifications

• Moderate to extensive knowledge of computer hardware and components.
• Experience troubleshooting Windows operating systems and basic software issues.
• Experience with hardware diagnostics and troubleshooting preferred.
• Familiarity with RMA, warranty, returns, replacement parts, or service processes preferred.
• Experience using Parted Magic or similar hardware diagnostic tools preferred.
• Strong customer service and technical communication skills.

Responsibilities

• Provide technical support to customers by phone, email, chat, and other communication channels.
• Troubleshoot and resolve customer issues involving computer hardware, components, operating systems, and basic software problems.
• Assist customers with warranty and non-warranty claims, RMAs, returns, exchanges, and replacement parts.
• Review customer-reported issues and determine appropriate troubleshooting or resolution steps.
• Communicate technical information clearly to customers with varying levels of technical knowledge.
• Maintain accurate records of customer interactions, troubleshooting steps, RMAs, and resolutions.
• Work closely with internal engineering, production, quality, operations, and technical teams to resolve customer issues.
• Coordinate with internal teams regarding hardware availability, replacement parts, and customer orders.
• Identify recurring technical or product issues and communicate trends to management.
• Assist with analyzing customer and product data to identify opportunities for process improvement.
• Support warranty and product-return processes while ensuring company policies and procedures are followed.
• Assist with larger customer orders by working with the production team to ensure products are built, tested, and completed according to customer expectations.
• Help identify opportunities to improve customer satisfaction, product quality, and internal processes.
• Maintain current knowledge of products, hardware components, troubleshooting procedures, warranty requirements, and company policies.

Skills

Hardware knowledge

Windows troubleshooting

Customer service

Technical communication

Data analysis

SQL

Excel

Tools

Parted Magic

Job description

KeyStaff, Inc. is seeking a Customer Support Technician in Round Rock, TX to provide support for hardware, software, and warranty issues. You will troubleshoot, coordinate RMAs, document resolutions, and collaborate with engineering, quality, and production teams to improve processes.

The role requires strong hardware knowledge, Windows troubleshooting, and excellent communication, with duties spanning multi-channel support and data-driven problem solving.