Tier 2 - Hardware Technician (Hardware Store Support)

Totally Joined for Achieving Collaborative Techniques (TJFACT) is a minority-owned, Service-Disabled Veteran-Owned Small Business (SDVOSB) delivering mission-focused professional services and technology solutions to the U.S. Government. Our teams support critical federal missions through collaboration, innovation, and operational excellence while building lasting partnerships with our customers, employees, and industry partners.

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.

• →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

• 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

• 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

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

• 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

• 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

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

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

• 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

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

• 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