CVG Gastonia - IT Depot Techician

Position Summary Elevate Eyecare is building a centralized IT Depot to provision, tag, and ship every new workstation deployed across its practices, replacing a decentralized break/fix model with one dedicated, secure staging location. The IT Depot Technician runs this depot day to day: receiving inventory, enrolling devices through Microsoft Autopilot/Intune, troubleshooting deployment issues, maintaining chain-of-custody for devices that will handle protected health information (PHI), and keeping the practice help desk queue moving between provisioning runs. Essential Duties and Responsibilities Device Provisioning and Deployment Receive inbound device shipments, verify contents against purchase orders, and stage units at the provisioning bench in slot order. Run hardware-hash registration for on-hand inventory using the standard USB registration process, and monitor Windows Autopilot enrollment status (Assigned) before rebooting into OOBE. Monitor Enrollment Status Page (ESP) and application installs during provisioning; verify completion using the on-device onboarding log rather than portal status alone. Apply asset tags, log device serial numbers, and package completed units for outbound freight to the receiving practice. Follow standing escalation procedures for enrollment errors or stuck ESP screens; stop and escalate to IT leadership rather than troubleshoot outside documented steps. Note: Manual registration workload is expected to decrease as newly ordered hardware arrives pre-registered from the manufacturer. Break/Fix and Returns Diagnose and repair returned or malfunctioning units at the secondary bench between provisioning runs. Triage defective or returned inventory into the quarantine area, separate from new stock, and track resolution. Help Desk Support Work assigned tickets from the practice support queue and monitor device status dashboards between provisioning batches. Inventory and Security Maintain accurate inventory counts and stock organization in the secured device cage. Follow badge-and-camera chain-of-custody procedures for every cage entry, as these devices will ultimately handle PHI in clinical use. Maintain a clean, organized, and secure depot consistent with Elevate Eyecare IT security standards. Reporting Track daily and weekly unit throughput and flag delays, defect trends, or freight issues affecting depot cost and savings targets. Contribute actual costs and timelines to IT Operations tracking to keep the business case current. Key Performance Indicators (KPIs) Daily and weekly device provisioning throughput. Accuracy of inventory, asset tags, serial number logs, and chain-of-custody records. Timely identification and escalation of provisioning errors, defect trends, and freight delays. Completion of assigned help desk tickets and accurate tracking of depot costs and timelines. Technical Skills and Competencies Hands-on familiarity with Windows 10/11 deployment, Windows Autopilot, and Microsoft Intune, or strong willingness and aptitude to learn Elevates deployment pipeline. Ability to run provided PowerShell scripts and read log output to verify results; scripting from scratch is not required. Strong attention to detail for asset tracking and chain-of-custody documentation. Ability to follow documented procedures precisely and escalate issues when required. Clear written communication for ticket updates and shipment and inventory logs. Organizational and Compliance Responsibilities Follow IT security standards and secured-device handling procedures for equipment that will be used in clinical environments. Maintain accurate inventory, device, shipment, and chain-of-custody documentation. Follow approved escalation procedures and keep the depot secure and organized. Qualifications Education and Experience At least one year of experience in IT deployment, help desk, or device provisioning. Preferred Qualifications Experience with Microsoft Entra ID (Azure AD) device management. Experience in healthcare or another regulated environment handling sensitive data or equipment. Basic hardware break/fix experience involving RAM, storage, or peripherals. Experience with a ticketing system such as Freshservice, ServiceNow, ConnectWise, or similar. Work Environment and Physical Requirements Ability to lift and carry device shipments and packaging, generally up to 3540 pounds Ability to stand and work at a provisioning bench for extended periods during high-volume runs. On-site role based at the Elevate Eyecare IT Depot; not eligible for remote work. Why Join Elevate Eyecare At Elevate Eyecare, our mission is to improve lives by delivering exceptional eye care and meaningful patient experiences. We believe our people are the foundation of our success and are committed to creating a supportive and collaborative workplace. Joining Elevate Eyecare means becoming part of a growing organization that values teamwork, professional development, and service excellence. Our team members play an important role in helping patients receive the care they need while building rewarding careers in the eye care industry.