IT Equipment Refresh Technician

ITnova is seeking a detail-oriented and customer-focused IT Equipment Refresh Technician to support the Department of Information Technology's (DoIT) Enterprise Computer Lifecycle Refresh Project. This position is responsible for deploying, configuring, and replacing desktop and laptop computers for approximately 40 State agencies throughout Maryland.

The successful candidate will image and configure Windows 10 and Windows 11 devices, migrate user data, install software, remove legacy equipment, maintain accurate IT asset inventory, and provide exceptional customer service throughout the deployment process. This position requires travel to various customer locations throughout the State, and the use of a personal vehicle may be required.

• →Support the Department of Information Technology (DoIT) Computer Lifecycle Refresh Project by deploying, configuring, and replacing desktops, laptops, tablets, and related peripherals for State agencies.
• →Image Windows 10 and Windows 11 devices using approved DoIT Gold Images.
• →Unpack, inspect, configure, and prepare new computer equipment for deployment, including BIOS updates, domain joins, IP configuration (as applicable), and hardware setup.
• →Install and configure operating systems, productivity software, business applications, printers, docking stations, and other peripherals.
• →Assist end users with system setup, login, data migration, and software configuration.
• →Troubleshoot and resolve hardware, software, printer, network connectivity, and system performance issues in collaboration with DoIT technical staff.
• →Ensure desktop systems integrate with enterprise services, including Active Directory, file servers, email systems, conferencing systems, application servers, and administrative systems.
• →Remove and disconnect legacy equipment, relocate retired devices to designated onsite storage locations, and properly dispose of packaging materials while maintaining a clean work area.
• →Maintain accurate IT asset inventory by capturing and validating asset tags, service tags, serial numbers, equipment assignments, user information, office locations, and other required inventory data.
• →Collect end-user signatures for equipment distribution, digitize deployment records, and upload documentation to approved repositories.
• →Update ServiceNow tickets, equipment refresh trackers, inventory records, issue logs, and remediation trackers in accordance with DoIT Ticket Handling Etiquette guidelines.
• →Collaborate with DoIT Client Services and technical teams to research issues, implement solutions, and support equipment remediation efforts.
• →Deliver professional, responsive customer service and communicate deployment progress and issue resolution to end users.
• →Travel to customer locations throughout the State to perform equipment refresh activities.
• →Perform other job-related duties as assigned.

• High school diploma or GED required.
• One (1) or more years of experience providing desktop support, IT equipment deployment, computer installations, or field technical support.
• Experience installing, configuring, imaging, and deploying Windows 10 and Windows 11 desktop and laptop computers.
• Experience performing BIOS updates, computer imaging, software installation, hardware configuration, and system setup.
• Experience joining computers to Active Directory domains and providing end-user login assistance.
• Experience performing end-user data migration between legacy and replacement devices.
• Knowledge of desktop hardware, laptops, tablets, docking stations, printers, monitors, keyboards, mice, and other peripherals.
• Experience troubleshooting desktop hardware, software, printers, network connectivity, and operating system issues.
• Knowledge of Microsoft Office, enterprise productivity software, and standard business applications.
• Ability to document work accurately using ServiceNow or similar ticketing systems and maintain deployment, inventory, and issue tracking records.
• Experience maintaining IT asset inventory records, including asset tags, serial numbers, user assignments, and equipment tracking.
• Strong customer service, communication, organizational, and problem-solving skills.
• Ability to work independently and collaboratively in a team environment.
• Ability to travel throughout the State using a personal vehicle as required.
• Valid driver's license and reliable transportation.
• Ability to lift, transport, and install computer equipment weighing up to 50 pounds.

• Associate degree in Information Technology, Computer Science, or a related field.
• Experience supporting enterprise computer lifecycle or equipment refresh projects.
• Experience using ServiceNow or other IT Service Management (ITSM) platforms.
• Experience with Microsoft Endpoint Configuration Manager (SCCM), Microsoft Intune, or other enterprise deployment tools.
• Knowledge of IT asset management best practices and inventory control processes.
• CompTIA A+, Microsoft, or other relevant technical certifications.
• Experience supporting State government, public sector, or large enterprise IT environments.

Must successfully pass all required background investigations and security screenings required by the State of Maryland and the Department of Information Technology.