Hardware Support Analyst III (100% Remote)

TRC Talent Solutions is partnering with a nationally recognized Fortune 500 leader in the hospitality industry to support a critical technology operations function. This organization is known for its strong culture, large-scale operational footprint, and commitment to maintaining highly reliable technology across thousands of locations.

Summary

This role serves as a senior-level hardware support and asset management function responsible for managing the lifecycle of enterprise IT hardware across a large distributed environment. The analyst acts as a key liaison between internal technology teams and external vendors, ensuring accurate asset tracking, financial reconciliation, and operational continuity for mission-critical hardware systems.

Responsibilities

• Lead vendor review and coordination meetings with hardware partners (POS systems, registers, peripherals)

• Manage full hardware lifecycle including procurement, deployment, tracking, RMA processing, and retirement

• Oversee unreturned equipment (URE) tracking and reduction of inventory loss or associated fees

• Perform invoice audits by reconciling ServiceNow asset records against vendor billing data

• Serve as Tier III escalation support for complex hardware incidents and system failures

• Maintain and update installation guides, technical documentation, and user support materials

• Collaborate with internal stakeholders and franchise operators to resolve hardware and inventory issues

• Identify trends in hardware performance and vendor service quality to improve operational reliability

Requirements

• 7+ years of experience in IT hardware support, asset management, or related technical operations

• Strong experience with enterprise asset management platforms (ServiceNow preferred)

• Background supporting large-scale retail, restaurant, or distributed enterprise environments

• Experience with POS systems, payment terminals, registers, and peripheral hardware

• Strong understanding of hardware lifecycle management and inventory control processes

• Experience with invoice reconciliation and operational auditing

• Excellent communication skills for stakeholder and vendor interaction

• Ability to manage high-volume environments with strong attention to detail and accuracy