Break / Fix

TechForce Technology provides break/fix and depot repair support services for our client’s computers, peripherals and printers throughout its desktop infrastructure.  TechForce Technology maintains its status as business partners with the industry’s primary desktop equipment manufacturers.  TechForce Technology also maintains current individual technical certifications as well as its authorized service repair center status for these manufacturers.  Examples include Dell, HP and IBM .  Maintaining status as an authorized service repair center allows TechForce Technology access to warranty tracking and maintenance systems, processes and records for major manufacturers such as Dell (Dell Warranty Parts Direct) and HP (HP/Compaq Channel Services Network).

TechForce Technology Break/Fix support team members have backgrounds in low-level computer repair and are Computing Technology Industry Association (CompTIA) A+ Certified technicians.  TechForce Technology Break/Fix Support technician’s responsibilities include but are not limited to the following high-level functions:

  • Receipt and processing of individual service calls (tickets) through their ordinal path
  • Qualification (if necessary) of service calls prior to assignment to technicians
  • Reassignment of service calls routed to the break / fix queue in error as required
  • Diagnosis of customer’s computing problem utilizing manufacturer provided diagnostic tools, skills acquired via official training and individual experience
  • Locate, procure, distribute and install the required component(s)
  • Repair and service of distributed production desktop computing equipment
  • Repair and service of production mainframe equipment (if applicable)
  • Coordinate “loaner or interim” equipment process to restore desk-side functionality as quickly as possible
  • Asset recovery and relocation of production computing equipment
  • Tracking of warranty, maintenance and compliance
  • Hardware performance trend analysis
  • Provide status updates to the customer as (required)
  • Provide informational break/fix updates to Client’s IT Management as required
  • Provide hardware performance trend analysis reports to Client’s IT Management as required
  • Assist Client’s IT Management in cost saving measures where possible (i.e., identify and communicate cost of repair versus cost of replacement)
  • Receipt support and distribution of Client’s IT related hardware to the various locations (if applicable)
  • Maintenance of Client-critical stock levels for 24/7 operations