Information Technology Technician (Refresh Project)

900 HP640 G10 devices350 Surface devicesAccess Customer’s Service Now instance to review/update user assets solely asnecessary to perform the Services and only with supervision by the team.Pack devices for shipment in a manner that at all times protects it from loss,damage, and electrostatic discharge, and otherwise preserve, package, handleand pack the devices in conformance with good commercial practice,applicable legal requirements, and client's standards and requirements.Label for pickup or boxing for shipment.Contact end users to arrange pickup, shipping, tracking.Ship devices to the end users through shipping account.Field any Customer concerns to address with site contact.Arrange for return shipment, receiving/tracking devices.Update master tracking sheet to show the devices imaged/staged/synced andsuccessfully shipped to the applicable end user.Working with PM for any device status reports.Providing a Senior Project Manager for a weekly project call and status reporthe following are the deliverables for this Project (the “Deliverables”):Successfully configured devices in accordance with client's instructionsElectronic sheet of inspected inventory cross-referenced to numbers on boxed inventory.Utilize applications, system monitoring tools, and diagnostic software to analyze and resolve hardware, software, and network-related issues.Troubleshoot point-of-sale (POS) systems, payment terminals, networking equipment, and other store technologies, ensuring minimal disruption to business operations.Accurately document all interactions, troubleshooting steps, resolutions, and hardware replacements within the incident management system (e.g., ServiceNow, Zendesk, or similar).Escalate unresolved or complex incidents to the appropriate resolver group, ensuring all relevant technical details and troubleshooting steps are included for efficient resolution.Follow established protocols for prioritizing and handling incidents based on severity, impact, and business needs.Communicate effectively with store personnel, providing clear instructions, setting expectations, and ensuring excellent customer service.Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made if needed.Ability to research and resolve issuesExcellent verbal communication skills and well organized Excellent understanding of intra-department functions and operations