Technical Program & Project Management Associate

FastTek Global; Dearborn (MI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical and Dental

Vision

Personal Time Off (PTO) Program

Long Term Disability (100% paid)

Life Insurance (100% paid)

401(k) with immediate vesting and 3% (

Job summary

FastTek Global is seeking a PC Renewal Operations Analyst to support the global PC Renewal Program, coordinating with managed service providers and IT Operations to ensure reliable delivery of computer services. The role emphasizes service quality, data accuracy, and timely resolution of tickets.

You will analyze hardware lifecycles, evaluate repair versus replacement options, manage service tickets end-to-end, and drive process improvements.

Qualifications

• Experience with ServiceNow, including Operations Management and Hardware Asset Management.
• Strong understanding of PC hardware, warranties, asset lifecycle, and inventory management.
• Ability to analyze repair vs replacement costs with vendor quotes.
• Analytical, detail-oriented with data accuracy focus.
• Excellent customer service and communication, able to manage multiple SLAs.

Responsibilities

• Process ServiceNow ticket requests to fulfill computer requests.
• Resolve customer issues and drive closure to mitigate escalation risk.
• Identify process improvements to optimize planning, scheduling, and delivery of PC requests and deployments.
• Support data analysis and reporting needs using MS Office applications.
• Manage hardware service tickets end-to-end from submission to closure.
• Review Break/Fix requests and vendor repair quotes for accuracy and assignment.
• Validate computer warranty status and evaluate repair vs replacement decisions.
• Approve or decline repairs as authorized.
• Coordinate with vendors on part quotes and elevate delays.
• Validate and reconcile asset data across ServiceNow, CMDB, inventory and vendor systems.
• Maintain documentation of decisions, approvals and closures.

Skills

Customer Service

Vendor management

Tools

ServiceNow

ServiceNow Operations Management

Hardware Asset Management

Job description

The PC Renewal Operations Analyst supports daily operations of the global PC Renewal Program, working closely with global managed service providers and our IT Operations to ensure consistent, effective delivery of computer services.

Skills Required

• Customer Service

Skills Preferred

• Project Planning

Experience Required

• ServiceNow knowledge, including ServiceNow Operations Management, 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.

Experience Preferred

• ServiceNow ticket request processing.
• Project management experience.
• IT Asset Management.
• Experience with asset/PC technology renewal cycles.
• Reporting and data analysis.

Additional Information

• 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.

Additional Info

At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra. We act responsibly, give back to the communities we serve and have a little fun along the way.

We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!

FastTek Global is financially strong, privately held company that is 100% consultant and client focused.

We’ve differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you’ve heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.

Benefits

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

Plus, we have a lucrative employee referral program and an employee recognition culture.

FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!

AI & Hiring Disclosure

We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.

All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.

If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.

Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.

To learn more or exercise your rights, please contact us at [e-mail].