Information Technology Services Specialist

Job Description

Location : Onsite / Field (user pickup & delivery) + Warehouse

Employment Type : Freelance (long-term Part-Time contract)

Role Objective

Provide end-to-end IT hardware lifecycle services; imaging, secure logistics, diagnostics, repairs, storage, and certified data wiping for the client’s workforce laptops. Ensure every touchpoint is secure, documented, and SLA-driven.

Key Responsibilities

1) Imaging & Build (Windows 11) + Hash Generation (to be guided)

• Perform clean Windows 10 installations on designated laptops using the client’s golden image / build guide.

2) Secure Data Erasure (Returns / Leavers) — Blancco

3) User Laptop Pickup (Chain of Custody)

Schedule collections with end-users; verify identity and device details against the pickup ticket.

4) Laptop Delivery / Redeployment

5) Diagnosis & Repair

6) Warehouse Receiving & Storage

7) Documentation & Reporting

8) Compliance, Security & HSE

Requirements

Required Qualifications & Experience

Core Skills

Tools & Environment

SLAs & KPIs (guideline targets; align with client contract)

Deliverables

Working Conditions

Pre-Employment & Governance

Requirements

Required Qualifications & Experience 1-3+ years in desktop / support / field engineering, imaging, and hardware repair. Demonstrable experience with Windows 11 deployment, drivers, BIOS / UEFI, and device encryption basics. Hands-on with data erasure tools (preferably Blancco) and producing certificates of erasure. Valid driver’s license and ability to travel for pickups / deliveries as scheduled. Core Skills Hardware diagnostics & FRU replacement (SSD, RAM, battery, keyboard, screen, fans, Wi-Fi). Imaging / build automation tools (MDT / PDQ / Intune / Autopilot—exposure beneficial). Strong documentation discipline; accurate, audit-ready records. Customer service & communication (clear, timely updates to users and stakeholders). Time management; ability to meet tight SLAs across pick-pack-ship and field tasks. Attention to detail for chain-of-custody and compliance artifacts. Tools & Environment USB drives Courier portals / waybill systems for tracking. SLAs & KPIs (guideline targets; align with client contract) Pickup / Delivery : Schedule within 24–48 business hours; on-time completion ≥ 95%. Imaging Throughput Wipe Compliance : 100% of returned devices with valid Blancco certificate attached to ticket. Documentation Quality : 100% tickets with POD / repair report as applicable; zero missing custody elements. Incident Rate : 0 data-loss / 0 custody breaches; Safety incidents = 0. Deliverables Windows 11–installed devices with complete build & hash records. Certified-wiped laptops with Blancco certificates mapped to serials / tickets. Pickup & delivery outcomes with POD (signature + photo) and tracking details. Diagnosis & repair reports (symptoms, RCA, actions, parts, post-tests). Warehouse receipts & inventory updates (condition, location, discrepancies). Working Conditions Standard business hours with flexibility for peaks, after-hours cutovers, and short-notice pickups / deliveries. Moderate physical activity (lifting up to ~20 kg), extended standing, careful ESD handling. Travel within city Pre-Employment & Governance