Information Technology Services Specialist

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 clients 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 clients golden image/build guide.
  

2) Secure Data Erasure (Returns/Leavers) Blancco

• Wipe returned laptops with Blancco (license/software provided by client).
  
• Escalate non-erasable drives (faulty/encrypted/locked) for client approval of destruction or advanced handling.
  

3) User Laptop Pickup (Chain of Custody)

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

• Use tamper-evident packaging and unique seal IDs; capture photos and time-stamped handover confirmation/signature.
  
• Track transit via waybill/tracking number and maintain real-time status in the clients system.
  

4) Laptop Delivery / Redeployment

• Deliver fully prepared or repaired laptops to users; perform basic handover verification (signature photo).
  
• Guide users through first login/basic checks; record POD (proof of delivery) in ITSM.
  
• Proactively follow up to confirm successful adoption within the agreed SLA window.
  

5) Diagnosis & Repair

• Perform hardware and software diagnostics (memory storage battery keyboard display motherboard OS drivers).
  
• Replace FRU components where required; source parts only after documented client approval.
  
• Manage warranty vs out-of-warranty paths (RMA creation vendor liaison advance replacement where applicable).
  
• Produce repair reports including symptoms root cause parts used actions taken and post-repair test results.
  

6) Warehouse Receiving & Storage

• Receive client-shipped devices/IT equipment; inspect for transit/physical damage.
  
• Record serials asset tags grade/condition accessories and photos; update stock location/bin and status.
  
• Maintain clean ESD-safe storage with clear segregation (Ready Quarantine Repair-Pending To-Wipe To-Ship).
  
• Provide inbound receipt notifications and discrepancies report within SLA.
  

7) Documentation & Reporting

• Keep complete device-level records: build logs hash logs wipe certificates PODs diagnostics/repair reports.
  

8) Compliance Security & HSE

• Enforce chain-of-custody at all times (ID checks seal IDs tracking numbers signatures photos).
  
• Adhere to data protection (GDPR/NDPR) information security (least privilege) and client confidentiality/NDA.
  
• Work in ESD-safe conditions; follow safe-lifting and general warehouse HSE procedures.
  

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 drivers 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/Autopilotexposure 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 2448 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 11installed 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

• Required Skills:

  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 drivers 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/Autopilotexposure 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 2448 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 11installed 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