IT Equipment Technician I | Onsite

Job Summary:

We are seeking a highly motivated and technically proficient IT Equipment Technician to join our team. In this role, you will be responsible for the comprehensive management, repair, and support of IT equipment, with a specific focus on Zebra utility devices, scanners, and printers. You will also oversee general IT hardware and software maintenance, ensuring optimal performance and minimal downtime across multiple facilities. This position demands strong technical aptitude, excellent communication skills, and the ability to work efficiently under pressure to meet strict Service Level Agreements (SLAs).

Location: Phoenix, AZ

Pay:  $24-$29/hr.

Shift:  Monday to Friday from 9:00am – 5:00pm

Key Responsibilities:

• Equipment Management & Repairs:

• Oversee the repair, replacement, and configuration of IT equipment, including Zebra devices, to ensure optimal performance.
• Perform routine diagnostics, troubleshooting, and repairs for hardware and software malfunctions.
• Manage and track equipment lifecycle from procurement through disposal.
• Utilize Zebra utilities for configuration, diagnostics, and updates.

• Top-Notch Customer Service:

• Provide exceptional customer service by resolving technical issues promptly and professionally.
• Serve as a point of contact for internal teams and customers regarding IT equipment concerns.
• Communicate clearly with stakeholders on the status of equipment repairs, replacements, and configurations.

• FIFO Management & SLA Adherence:

• Follow FIFO (First In, First Out) principles to manage equipment stock and spares.
• Ensure all tasks and requests are handled within the agreed-upon SLA timelines, maintaining a high level of operational efficiency.

• Shipping & Logistics:

• Coordinate the shipping and delivery of IT equipment, including returns, replacements, and repairs.
• Ensure timely shipping and receipt of equipment to/from vendors, service providers, and customers.

• Vendor Management & RMAs:

• Manage relationships with vendors for Return Merchandise Authorizations (RMAs), ensuring that equipment returns and replacements are handled efficiently.
• Maintain regular communication with vendors to ensure the availability and timely delivery of replacement parts.

• Staging Equipment for Spares & Depots:

• Stage and prepare equipment for spares and depot locations across the country.
• Organize, store, and maintain spares and equipment in a manner that ensures accessibility and readiness for deployment.

• Documentation & Reporting:

• Maintain accurate records of equipment repairs, replacements, configurations, and shipping activities.
• Create and maintain reports on equipment status, inventory levels, and vendor performance.

• Device Management (Zebra Specific):

• Install, configure, and maintain Zebra utility devices, scanners, and printers.
• Perform routine maintenance and preventative checks to ensure optimal performance of Zebra devices.
• Manage and track inventory of Zebra equipment and spare parts.

• Troubleshooting and Repair (Zebra Specific):

• Diagnose and resolve hardware and software issues related to Zebra devices.
• Utilize troubleshooting methodologies to identify root causes and implement effective solutions for Zebra devices.
• Replace faulty equipment and components of Zebra devices as needed.

• Customer Support:

• Provide remote and on-site technical support to end-users across multiple facilities.
• Respond to and resolve high-volume support tickets within defined SLAs.
• Communicate effectively with users, providing clear and concise instructions.
• Maintain a professional and courteous demeanor while handling customer inquiries.

Qualifications:

• Education & Experience:

• High school diploma or equivalent; Associate’s degree or certifications in IT (CompTIA A+, Network+ or similar) preferred.
• 1-2 years of experience in IT equipment maintenance, repair, and customer service.
• Experience with Zebra utility devices, scanners, and printers.
• Experience with vendor management and RMA processes is a plus.

• Skills & Knowledge:

• Strong knowledge of IT hardware, equipment diagnostics, and troubleshooting.
• Experience with configuring and maintaining a variety of IT devices (laptops, desktops, servers, networking equipment, etc.).
• Proficiency in using Zebra utilities and software.
• Familiarity with inventory management systems and logistics operations.
• Excellent customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Knowledge of FIFO principles and SLA management.
• Strong understanding of hardware and software troubleshooting methodologies.

• Personal Attributes:

• Strong attention to detail and organization skills.
• Ability to work independently and as part of a team.
• Proactive, problem-solving mindset.
• Ability to prioritize tasks and handle multiple responsibilities in a fast-paced environment.

Additional Information:

• Travel may be required for site visits, depot locations, or vendor meetings.
• This position may require flexible working hours to accommodate the needs of different time zones across the country.
• Valid driver's license and reliable transportation (if required for on-site support).
• Ability to lift and move heavy equipment.

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. 

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply! 

OnTrac is proud to be an Equal Opportunity Employer

OnTrac is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer.