Technical Program & PC Renewal Analyst - Impact & Ops

FastTek Global; Dearborn (MI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical and Dental

Vision

PTO

Long Term Disability

Life Insurance

401(k) Match

Job summary

FastTek Global in Dearborn, MI is seeking a Technical Program & Project Management Associate to support the global PC Renewal Program, coordinating with service providers and IT Operations to ensure timely delivery of computer services.

You will handle ServiceNow ticket requests, analyze repair quotes, and drive data-driven decisions on repair vs. replacement while maintaining SLA performance and strong customer service.

Qualifications

• ServiceNow knowledge including ServiceNow Operations Management and Hardware Asset Management.
• Understanding of PC hardware, warranties, asset lifecycle, and inventory management, including Break/Fix and repair processes.
• Ability to analyze vendor repair quotes and perform repair-vs-replacement cost analysis.
• Strong analytical, problem-solving, and attention-to-detail skills, with a focus on data accuracy.
• Excellent customer service and communication skills, with the ability to prioritize multiple requests and manage workload against SLAs.
• Ability to work both independently and collaboratively with internal teams and external vendors.
• Strong Microsoft Excel and Office skills.
• Ability to identify process gaps and recommend operational improvements.
• Experience as a liaison, in vendor management, or customer support.
• Self-motivated, results-driven professional with strong prioritization and time-management skills.
• Quick learner, able to grasp and articulate new technology concepts.

Responsibilities

• Processing ServiceNow ticket requests to fulfill computer requests.
• Resolving customer issues and driving them to closure to mitigate escalation risk.
• Identifying process improvement opportunities to optimize planning, scheduling, and delivery of PC requests and deployments.
• Supporting data analysis and reporting needs using MS Office applications.
• Manage hardware service ticket requests for computers end-to-end from submission and validation through routing, fulfillment, resolution, and closure.
• Review Break/Fix requests and vendor repair quotes for accuracy, completeness, and proper assignment.
• Validate computer warranty status and evaluate repair vs. replacement decisions based on cost, asset age, lifecycle, and business needs.
• Approve or decline repairs as authorized, following established guidelines.
• Coordinate with vendors on part quotes and elevate delays.
• Validate and reconcile asset data across ServiceNow, CMDB, inventory, and vendor inventory systems, resolving discrepancies in serial numbers, ownership, location, and lifecycle status.
• Maintain accurate documentation of decisions, approvals, and closures.

Skills

Customer Service

Project Planning

Tools

ServiceNow

Microsoft Excel

Job description

FastTek Global in Dearborn, MI is seeking a Technical Program & Project Management Associate to support the global PC Renewal Program, coordinating with service providers and IT Operations to ensure timely delivery of computer services.

You will handle ServiceNow ticket requests, analyze repair quotes, and drive data-driven decisions on repair vs. replacement while maintaining SLA performance and strong customer service.