Senior Associate Hardware & Integration Technician

Overview: WHO are we looking for? The Senior Associate Hardware & Integration Technician provides advanced end-user support and endpoint deployment services for the technology needs of 2000+ employees. This role takes ownership of assigned ticket queues, resolves a higher volume of incidents independently, and serves as an escalation point for Associate-level technicians. The Senior Associate also supports device lifecycle activities (imaging/provisioning, refreshes, onboarding/offboarding) and contributes to documentation and process improvements that improve service quality and consistency. Responsibilities: Own assigned ticket queues and resolve incidents/requests independently; escalate appropriately when needed Provide advanced troubleshooting for desktop/laptop hardware, Windows 11, Microsoft 365, and common peripherals Execute endpoint deployments and device lifecycle activities including imaging/provisioning, onboarding/offboarding, refreshes, and equipment swaps Maintain accurate asset records and documentation; support inventory management, shipping/receiving, and equipment disposition processes Support conference room meeting hardware and coordinate troubleshooting with the Network & Voice group as needed Perform moves, adds, and changes (MACs) and support office setup changes across locations Partner with Cybersecurity and Infrastructure teams to ensure endpoints are patched, updated, and compliant with standards Identify recurring issues, contribute to root cause analysis, and recommend improvements to reduce repeat incidents Mentor Associate-level technicians through guidance, knowledge sharing, and review of work quality Support M&A and multi-site deployments as needed, including occasional travel to remote offices (10-15 weeks per year) Qualifications: Minimum Qualifications: Bachelor’s degree in Information Technology or related field with 3+ years of relevant experience, OR 5+ years of relevant professional experience in end-user IT support Demonstrated experience managing customer expectations and delivering high-quality customer service Strong working knowledge of Windows 11, Microsoft 365, and common enterprise endpoint tools Hands-on experience troubleshooting and repairing laptop/desktop hardware (e.g., RAM, storage, display assemblies, keyboards, batteries) Experience with device provisioning/imaging and deployments (e.g., PXE and/or Autopilot) and supporting refresh cycles Ability to perform basic network troubleshooting (connectivity, Wi-Fi, VPN) and understand fundamental TCP/IP concepts Experience supporting conference room technology and standard office peripherals (docks, monitors, printers/copiers) Ability to lift to 35 pounds, including file boxes, computers, and printers. Desired Qualifications/Skills: CompTIA A+ certification (or equivalent) is highly desirable Experience with ITSM/ticketing platforms and ticket queue management practices Experience supporting conference room technologies and collaboration tools Exposure to endpoint management and MDM concepts (e.g., Intune), including policy deployment and device compliance basics Dell hardware certification (or equivalent) MacOS experience and familiarity supporting iOS/Android devices Ability to handle high workload in a fast-paced environment while maintaining strong documentation and communication WHAT can you expect from your career at CAPTRUST? Our colleagues, like our clients, tend to stay with CAPTRUST for years. There’s a reason for it; it’s a great culture in which to work and grow. We all work together, each of us motivating those around us with our commitment to high standards. At CAPTRUST, expect a fully stocked break room, fun employee events, and a quality team surrounding you with opportunities for personal growth. Our Employee Benefits Package shows how much we value our team. Some benefits include: Company discretionary bonus. Health, dental, and vision coverage, employer 401(k) plan and company match, heal…

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