Hardware Lead (Tier 3 Deskside Support Specialist)

About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned, CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.

About the Position:

TJFACT is seeking a reliable and detail-oriented Hardware Lead (Tier 3 - Deskside Support Specialist) in support of our US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) client.

This role is responsible for leading hardware store operations, maintaining accurate inventory, supporting deskside and AV needs, and ensuring timely fulfillment of hardware requests. The ideal candidate brings strong technical capability, leadership presence, accountability, and the ability to coordinate across multiple IT support teams. This is a hands-on, customer-facing role requiring both leadership and direct support.

Duties and Responsibilities:

Hardware Store and Inventory Management

• Lead daily operations of the onsite hardware store
• Issue and receive equipment (laptops, monitors, peripherals)
• Maintain accurate inventory and conduct routine audits
• Track incoming shipments and ensure proper intake and storage
• Ensure hardware is organized, labeled, and readily available for deployment

Deskside and AV Support

• Provide Tier 3 support for escalated hardware and device-related issues
• Support conference room technologies, including displays, peripherals, and connectivity
• Assist with desktop support, equipment swaps, and office setups
• Support bulk deployments and hardware refresh efforts as needed

Operational Coordination

• Serve as the primary point of contact for customer engagement, ensuring clear, professional communication and reliable service delivery
• Collaborate closely with the Service Desk to ensure seamless coordination and timely fulfillment of requests
• Act as a liaison between IT support teams to resolve hardware-related issues
• Assign and prioritize workload to meet service level expectations

Ticketing and Service Delivery

• Ensure all hardware-related work is properly documented in ServiceNow or similar ticketing system
• Monitor dashboards to ensure tickets are actively managed and progressed within expected timeframes
• Reinforce ticketing standards and accountability to support overall service delivery performance
• Ensure consistent adherence to service level expectations (SLAs) across hardware fulfillment and support activities

Leadership and Team Support

• Provide day-to-day oversight and guidance to hardware and deskside support staff
• Coach and support team members to improve performance, consistency, and adherence to processes
• Monitor team attendance and punctuality trends; elevate concerns to management as needed
• Reinforce expectations related to ticketing, service delivery, and operational standards
• Provide input to leadership for performance evaluations, feedback, and development planning
• Support onboarding and knowledge sharing for new team members
• Promote a team-first culture and consistent service delivery across the support team
• Must be willing to support AV, deskside, and desktop-related needs as required

Reporting and Performance Monitoring

• Monitor hardware demand trends and inventory levels
• Provide updates to leadership on hardware operations, risks, and service delivery metrics
• Support continuous improvement of service delivery and operational efficiency

Accountability and Expectations:

Ticket Discipline

• All work must be tracked through the ticketing system
• If work is not documented, it is considered incomplete
• Failure to consistently document and manage tickets appropriately will be addressed as a performance issue

Attendance & Timeliness

• Must maintain consistent, reliable attendance
• Must be on time and ready to work at the start of each scheduled shift
• Failure to meet attendance and punctuality expectations will be addressed as a performance issue

Communication Standards

• Demonstrate clear, professional communication with users and internal teams
• Ensure proper spelling, grammar, and completeness in all documentation

Professional Presence and Teamwork

• Maintain a professional demeanor in a federal environment
• Demonstrate a team-first mindset and willingness to support operational needs
• Collaborate effectively across Service Desk and IT support teams

Required Skills and Experience

• U.S. citizen
• HS Diploma Required (Associate/Bachelors in a relevant field of study)
• Three (3) to five (5) years of experience in hardware support, deskside support, or IT operations
• Experience operating in an enterprise or federal environment
• Strong experience with hardware support (laptops, desktops, peripherals
• Experience managing inventory or hardware store operations
• Experience using ticketing systems (ServiceNow preferred)
• Proven ability to handle escalated (Tier 3) issues
• Strong organizational and problem-solving skills
• Ability to work onsite full-time
• Ability to lift and move equipment up to 50 pounds
• Ability to perform hands-on hardware support tasks in an onsite environment

Preferred Skills and Experience

• Experience supporting AV or conference room technologies
• Familiarity with Active Directory (basic user/device support)
• ITIL Foundation or similar certification
• CompTIA A
• ITIL Foundation

Benefits:

• Medical, Vision, and Dental Insurance
• 401-K plus match
• Paid Vacation Days
• Paid Holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.