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, health savings accounts, flexible spending accounts, and voluntary supplemental plans subject to plan terms.
• Company-paid benefits such as life insurance, short-term disability, and long-term disability, subject to applicable waiting periods.
• Paid time off (PTO) or Paid Sick Leave (PSL)

WHERE will you be working?

4208 Six Forks Rd #1700 | Raleigh, NC 27609

Due to the nature of the role, this is not a remote or work from home position. #LI-Onsite

HOW do we build a world class organization one brick at a time?

We make it a priority to hire those who have a commitment to service, a real interest in other people, and a passion to continuously improve. Simply put: the difference at CAPTRUST is the quality of our people and depth of our bench. If you are ready to make your mark, we want to talk to you.

Are you the next brick?

To get it done the CAPTRUST Way, an individual should exhibit the following characteristics:

• Ability to build successful, collaborative, and trusting relationships
• Instinctive aptitude for consistently creating accurate, concise, respectful, and easy-to-understand verbal and written communications conveying complex information
• A strong sense of urgency about getting work done and solving problems to achieve results that benefit our clients and colleagues, even when faced with challenges
• Inherent desire to give back to our communities and enrich the lives of those around us
• An other-centered mindset
• Integrity through maintaining objectivity

EEO/Diversity Statement:

At CAPTRUST, we are committed to building and maintaining a diverse workforce and inclusive work environment where ALL colleagues feel authentically seen, respected, and supported.

It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of sex (including pregnancy, childbirth, or other related medical conditions), gender, race (including hair texture or hairstyles associated with race), religion, color, national origin, ancestry, physical or mental disability, genetic information, age, sexual orientation, gender identity, gender expression, protected veteran status, uniformed service, or any other status protected by federal, state, or local laws.#associate 

This position will remain open until filled.