What are the responsibilities and job description for the Tier II Field Service Hardware Technician (Break/Fix Contractor) position at SMARTECH and Associates, LP?
Position Summary:
We are seeking an experienced Tier II Field Service Hardware Technician to provide onsite break/fix support for commercial customers throughout an assigned territory. This is a contractor position requiring daily travel to customer locations to diagnose, repair, and replace computer hardware and peripheral equipment.
The ideal candidate is self-motivated, dependable, and capable of independently managing service calls while delivering excellent customer service.
Responsibilities:
- Respond to dispatched service calls within established service level agreements (SLAs).
- Diagnose and repair desktops, laptops, workstations, servers, and peripheral devices onsite.
- Replace hardware components including hard drives, SSDs, memory, motherboards, power supplies, keyboards, displays, batteries, and cooling components.
- Troubleshoot Windows hardware and operating system issues.
- Configure BIOS settings, firmware updates, and hardware drivers as needed.
- Support printers, scanners, barcode scanners, POS systems, payment terminals, and network-connected devices.
- Perform equipment installations, de-installations, upgrades, and asset swaps.
- Document all work performed, parts used, and customer signatures through a mobile dispatch application.
- Maintain accurate inventory of service parts and return defective components according to company procedures.
- Communicate professionally with dispatch, project managers, and customers throughout the service process.
- Maintain a safe and organized work environment while representing the company professionally.
Required Qualifications:
- Minimum 3 years of field break/fix computer hardware experience.
- Strong troubleshooting skills for desktops, laptops, printers, and peripherals.
- Experience supporting Dell, HP, Lenovo, and other enterprise hardware.
- Working knowledge of Windows 10 and Windows 11.
- Basic networking knowledge including TCP/IP, DHCP, DNS, and Wi-Fi connectivity.
- Ability to read service documentation and follow manufacturer repair procedures.
- Excellent customer service and communication skills.
- Reliable transportation suitable for daily travel throughout the assigned territory.
- Valid driver's license with an acceptable driving record.
- Ability to lift up to 50 pounds and work under desks, in server rooms, and on ladders when necessary.
Preferred Qualifications:
- CompTIA A Certification
- CompTIA Network
- OEM certifications (Dell, HP, Lenovo, Lexmark, etc.)
- Experience servicing retail, healthcare, financial, and industrial environments.
- Experience with POS systems, self-service kiosks, and payment devices.
- Familiarity with mobile ticketing and dispatch applications.
Contractor Requirements:
- Must maintain general liability insurance if required.
- Must provide reliable transportation.
- Must own basic computer repair tools.
- Smartphone required for dispatching and service documentation.
- Ability to pass background checks and drug screening if required by customer sites.
Travel:
- Daily local and regional travel within the assigned territory.
- Occasional overnight travel may be required for project work.
- Mileage reimbursement available in accordance with company policy.
Compensation:
- Competitive per-call or hourly contractor rates.
- Mileage reimbursement.
- Paid training for qualified technicians.
- Opportunities for project work and after-hours service calls.
- Consistent dispatch volume based on territory needs.
- Experience meeting 4-hour or next-business-day SLAs.
- Ability to manage 4-8 service calls per day, depending on territory.
- Familiarity with dispatch platforms such as ServiceNow, Field Nation, WorkMarket, or proprietary dispatch systems.
- Availability for rotating on-call or weekend coverage, if applicable.
- Experience with warranty repairs for OEMs such as Dell, HP, Lenovo, Lexmark, Epson, and Zebra.