Tier 2 - Hardware Technician (Hardware Store Support)

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 Tier 2 – Hardware Technician (Hardware Store Support) in support of our US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) client.

This role is focused on managing the hardware store, maintaining accurate inventory, and ensuring timely fulfillment of equipment requests. The ideal candidate is organized, accountable, and operates with a high level of professionalism, and is willing to support broader IT needs as required. This is a customer-facing role with regular in-person interaction. Candidates must be comfortable working in a professional environment with continuous user engagement.

Duties and Responsibilities:

• This role requires regular, in-person interaction with end users, including walk-up support
• Must be comfortable assisting a wide range of users in a professional, public-facing environment
• Expected to provide courteous, responsive, and respectful service at all times
• Must be able to communicate clearly and effectively with non-technical users
• Candidates who prefer limited or no customer interaction will not be a fit for this role

Hardware Store Management

• Manage daily operations of the onsite hardware store
• Issue and receive equipment (laptops, monitors, peripherals)
• Maintain a clean, organized, and professional workspace
• Track incoming shipments and ensure proper intake

Inventory Management

• Maintain accurate counts of all hardware and accessories
• Track all equipment issued, returned, and in stock
• Conduct routine inventory checks and resolve discrepancies
• Ensure proper labeling and storage of all equipment

Device Preparation & Setup

• Prepare laptops and equipment for deployment
• Perform basic setup, configuration, and imaging as needed
• Maintain ready-to-issue devices and loaner equipment

Ticket Creation & Fulfillment

• Create and update tickets in ServiceNow or similar system for all hardware transactions
• Ensure all issued and returned equipment are properly documented
• Fulfill hardware requests accurately and within defined timeframes

Operational Support

• Coordinate with Service Desk and deskside teams
• Support office setups, moves, and equipment swaps
• Assist with bulk deployments and refresh efforts
• Must be willing to support AV, deskside, and desktop-related needs as required

Accountability and Expectations:

Inventory Accuracy

• Responsible for maintaining near 100% inventory accuracy
• Unexplained discrepancies, missing equipment, or poor tracking will be treated as a performance issue

Ticket Discipline

• All work must be tracked through ticketing
• If it is not documented, it did not happen
• Incomplete or missing tickets are not acceptable

Attendance & Timeliness

• Must demonstrate consistent, reliable attendance
• Must be on time and ready to work at the start of each shift
• Must maintain full coverage of assigned hours
• Must provide proper notice for absences
• Repeated lateness or unplanned absences will be treated as a performance issue

Communication Standards

• Strong English speaking and writing skills required
• Proper spelling and grammar required in all tickets and communications

Professional Presence

• Business casual attire required
• Professional and respectful demeanor at all times
• Must demonstrate a team-first mindset and willingness to support others
• Works collaboratively with Service Desk, deskside, and support teams
• Willing to assist teammates and contribute to overall team success
• Maintains a positive, respectful attitude in a shared work environment

Required Skills and Experience

• U.S. citizen
• H.S. Diploma Required (Associate/Bachelors in relevant field of study valued/preferred)
• Two (2) to four (4) years of experience in hardware support, inventory, or stockroom operations
• Strong organizational skills and attention to detail
• Experience creating and managing tickets (ServiceNow preferred)
• Ability to manage multiple requests in a fast-paced environment
• Ability to work onsite full-time
• Must be able to bend, lift, and move equipment up to 30 pounds

Preferred Skills and Experience

• One (1) to two (2) years of desktop support experience
• Familiarity with basic AV components (monitors, cables, conference room equipment)
• Experience managing a hardware store or IT stockroom
• Familiarity with device setup or imaging processes
• CompTIA A or similar certification

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.