IT Equipment Refresh Technician

About DMI

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI, LLC is seeking an IT Equipment Refresh Technician to join us. The IT Equipment Refresh specialist's main responsibilities is to provide support for the Department of Information Technology's computer lifecycle refresh project. The duties include the imaging of devices with DoIT's latest Windows 10/Windows 11 Gold Image, the set up and installation of computers, migration of data, removal of legacy devices, installation of end user productivity software and applications, and IT asset inventory capture, validation, and recording, inclusive of pertinent user information such as email, site/location address, room/office/cube number, equipment asset tag, service tag, and any other pertinent serial numbers.

These duties are to be performed for all Department of Information Technology Enterprise customers across approximately 40 State agencies. Assigned work will occur across the State. Travel, using a personal vehicle, may be required as necessary.

Duties and Responsibilities:

• IT Hardware & Software Support

• Installation, configuration, and setup of hardware and software. These duties will include, but are not limited to, unpacking new products (laptops, desktops, tablets) from shipping boxes and inspect components for damage, reimage laptops/desktops/tablets as needed, perform BIOS updates, join computers to the domain, provide login assistance to end users, configure IP address as needed when applicable, organize product components and peripherals (e.g., keyboards, power supplies and mice) for deployment, deliver new equipment to the end user, connect external peripherals to the product (laptop, desktop, tablet) or product's docking station. Assist with end user data migration services, if needed. Software and applications installation and setup. Ensure printer queue connectivity. Work with DoIT staff as needed to troubleshoot issues and resolve issues with desktop/laptop/tablet hardware, software, network connectivity, and other factors affecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

• Removal of Legacy System

• Disconnect legacy hardware. Move the legacy system to an onsite storage area designated by Agency or DoIT. Dispose of all boxes and packaging materials and keep the storage area clean of debris and trash.

• IT Collaboration

• Collaborate and consult with DoIT Client Services team members to solve technical issues related to the refresh and equipment remediation effort. Research and investigate solutions and workarounds by partnering with DoIT technical teams and peers.

• Customer Service

• Customer service is a critical function of this role and as such we have established guidelines to align with reasonable customer expectations. This position should work assigned tasks to meet and/or exceed customer expectations. Task management includes entering appropriate notations in the appropriate and/or relevant equipment refresh trackers, IT asset inventory trackers, issue and issue remediation trackers ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customers of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

• IT Asset & Inventory Support

• Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes to ensure inventory is maintained accurately in accordance with DoIT asset policies. Update physical IT asset inventory sheets for new and old equipment. Collect signed paper records of device distribution to end users. Digitize and upload paper records to DoIT designated and approved project repositories.

• Other Duties as Assigned

• Perform other job-related duties as required by business needs.

Qualifications

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: 100 Community Pl, Crownsville, MD 21032, USA

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge

• Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.

• Development

• Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.

• Financial

• Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.

• Recognition

• Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.

• Wellness

• Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

• No Agencies Please

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.