IT Support - Configuration Center / Laptop Management

One of our clients in Morristown, NJ is urgently looking for a IT Support - Configuration Center / Laptop Management

Duration: Long-term

Hourly: $25 - $28 per hour

Position Summary

We are seeking an experienced IT Technician to support day-to-day operations within an IT Configuration Center, with a strong focus on laptop refresh, hardware upgrades, device preparation, inventory management, and IT asset lifecycle activities. The ideal candidate will have hands-on experience unpacking, configuring, upgrading, testing, tracking, and preparing laptops and other IT equipment for deployment.

The technician will also be responsible for maintaining accurate hardware inventory and processing service requests and incidents through ServiceNow, ensuring all activities are properly documented and completed within established SLA.

Key Responsibilities:

Configuration Center Operations

• Receive, unpack, inspect, label, and organize laptops, desktops, monitors, peripherals, and other IT equipment.
• Prepare and configure laptops and workstations for new deployments, refresh programs, replacements, and upgrades.
• Assist with imaging, provisioning, software installation, and standard device configuration.
• Conduct quality checks and functional testing before equipment is released for deployment.

Laptop Refresh & Hardware Upgrades

• Perform laptop refresh and replacement activities according to established deployment schedules.
• Transfer, recover, or validate user data according to approved IT procedures.
• Troubleshoot hardware and configuration issues during the refresh process.
• Validate device functionality before deployment or handoff.

ServiceNow Ticket Management

• Create, update, and resolve ServiceNow incidents, service requests, and hardware-related tickets.
• Maintain accurate ticket documentation, including troubleshooting performed, equipment details, actions taken, and resolution.
• Monitor assigned tickets and ensure requests are completed within defined SLAs.
• Update asset and configuration information associated with ServiceNow records.
• Escalate complex hardware, software, or infrastructure issues to the appropriate support teams.
• Maintain clear communication with end users and internal IT stakeholders regarding ticket status.

Required Qualifications:

• High school diploma, technical certification, or equivalent experience.
• 2–5 years of hands-on IT Technician, Configuration Center, Depot Technician, or Hardware Technician experience.
• Hands-on experience with laptop refresh, hardware upgrades, device preparation, and deployment.
• Experience unpacking, inspecting, labeling, staging, and organizing IT equipment.
• Hands-on experience using ServiceNow or a similar IT Service Management (ITSM) platform.
• Basic understanding of Windows operating systems and enterprise endpoint environments.
• Ability to troubleshoot common laptop, desktop, peripheral, and hardware issues.
• Strong attention to detail and ability to maintain accurate inventory records.

Preferred Qualifications:

• Experience with enterprise laptop refresh or hardware replacement programs.
• Experience with Microsoft Intune, Microsoft Autopilot, SCCM/MECM, or other endpoint management tools.
• Familiarity with Windows 10/11 imaging and provisioning.
• Experience with Active Directory and basic endpoint administration.
• Experience working with asset-management or Configuration Management Database (CMDB) systems.
• CompTIA A+, Network+, or equivalent technical certification.
• Experience supporting large-scale corporate IT environments.