IT Asset Management Ticket Support Specialist

Job Description

Job Description

WHY WE EXIST:
At ER2 , we desire to grow a sustainable company that provides opportunity for individuals to continuously improve and grow. 

WHAT WE DO:
We partner with organizations to manage their technology needs from start to finish—from purchasing and deploying new devices to tracking equipment and responsibly disposing of outdated technology.

When technology can be refurbished, our sister company, Revive IT, helps give it a second life through testing, refurbishment, and resale. We also donate refurbished devices to under-resourced communities, helping bridge the digital divide while keeping usable technology out of landfills and creating a lasting positive impact beyond our business.

Our mission is to grow a sustainable company that provides opportunities for individuals to continuously improve; our vision is to empower uniqueness. Our core values are: Constantly Improving, Acting in Humility, Living a Life of Servanthood, and Relentlessly Pursuing Excellence.

THE OPPORTUNITY:

We are seeking an IT Asset Management Ticket Support Specialist to join our team managing hardware-related service requests through ServiceNow for our corporate clients. 

In this role you will be responsible for processing, prioritizing, and fulfilling client tickets related to hardware lifecycle management - from new deployments to returns and repairs. You'll work directly with our ServiceNow platform to ensure timely resolution of hardware requests according to client SLAs and specifications.

We are looking for a SME (Subject Matter Expert) who has strong ticketing system experience and who has an interest in IT Asset Management and your focus will be on hardware logistics rather than technical support. You'll be a crucial link between our warehouse operations and client employees receiving IT equipment.

This role focuses specifically on hardware ticket management rather than technical IT support, emphasizing the logistics, inventory control, and AMS (ServiceNow, Jira, FreshService) workflow aspects of ITAM operations.

• Schedule: Monday - Friday, 8:00am-5:00pm with a 1 hour lunch break
• Reports to: Director of ITAM
• Compensation: $22.00 - $24.00 / Hourly - DOE
• Location: Phoenix, AZ | In-Office

THE PERFECT FIT:

• You have experience working with ticketing systems, particularly ServiceNow, Jira, and FreshService
• You're detail-oriented and can manage multiple ticket queues simultaneously
• You understand hardware lifecycle processes (procurement, deployment, repair, return)
• You can effectively prioritize tickets based on SLAs and business impact
• You have excellent documentation skills for maintaining accurate ticket records
• You're comfortable following established workflows while identifying process improvements
• You can communicate clearly with clients regarding hardware status and requirements
• You have strong inventory management skills to track assets throughout the fulfillment process
• You're proficient in creating reports and dashboards to track ticket metrics
• You can work independently while collaborating with warehouse staff and client IT teams
• You're adaptable to changing priorities and can handle urgent hardware requests efficiently
• You maintain a customer service mindset when supporting client hardware needs

KEY SKILLS:

• Ticket resolution time within client SLAs
• Accuracy of asset records in AMS
• Client satisfaction with hardware fulfillment
• Inventory accuracy and reconciliation
• Documentation quality and completeness
• Process improvement contributions

THE DAY TO DAY:

• Process and manage hardware-related service tickets in ServiceNow, Jira, and FreshService for client employees
• Handle various ticket types including:
  • New hire hardware provisioning and deployment requests
  • Break/fix hardware replacement and repair requests
  • Hardware upgrades and additional peripheral requests
  • Equipment return and offboarding hardware collection
• Track ticket status from receipt through resolution, ensuring adherence to client SLAs
• Coordinate with warehouse personnel to ensure timely preparation and shipping of hardware
• Update asset records in ServiceNow, Jira, and FreshService to maintain accurate inventory visibility
• Document hardware configurations and specifications for each client deployment
• Generate regular reports on ticket volume, resolution time, and hardware inventory status
• Follow up with clients on pending information or approvals needed to complete requests
• Manage hardware allocation to ensure optimal resource utilization across client needs
• Identify patterns in hardware requests to support proactive inventory management
• Work with shipping providers to track hardware deliveries and returns
• Maintain chain of custody documentation for all asset movements
• Escalate complex hardware issues that require technical intervention
• Provide regular status updates to clients on pending hardware requests

THE VITALS:

• 1+ years experience with ServiceNow or similar ticketing systems
• Demonstrated experience managing hardware-related service requests
• Strong understanding of IT asset lifecycle management principles
• Experience with inventory tracking systems and hardware logistics
• Excellent ticket documentation and knowledge management skills
• Ability to interpret client hardware specifications and requirements
• Familiarity with hardware procurement and deployment processes
• Knowledge of shipping logistics and chain of custody procedures
• Strong organizational skills to manage multiple concurrent tickets
• Experience generating reports and analyzing ticket metrics
• Excellent written communication for client ticket updates
• Ability to prioritize requests based on business impact and SLAs

PHYSICAL REQUIREMENTS:

• Ability to work and look at a computer screen for extended hours per day.
• Ability to sit and/or stand for consecutive hours.

OTHER REQUIREMENTS:

• The ability to speak/read English fluently
• Legally authorized to work in the United States
• Valid Drivers License
• The ability to pass a drug test
• The ability to pass a background screening with no prior convictions related to theft or cybercriminal activity

WHY YOU'LL LOVE WORKING AT ER2:

• Full Comprehensive Benefits Package: Including medical, dental, vision, life insurance and many other supplemental coverages.
• 401(k) with company match (after just 90 days of employment!)
• Paid Time Off & Paid Holidays
• Competitive compensation
• Team-First Culture! No task is beneath anyone. We all pitch in where needed—even our CEO helps clean and restock bathrooms!
• Professional & Personal Growth and Development Opportunities
• Have a voice and make an impact! We empower our teammates to take ownership, think creatively, and drive meaningful improvements across the company.
  

BEFORE YOU APPLY:

Please be sure to check out our careers page at which explains our full hiring process so that you know what to expect! (Spoiler Alert: The next step is a one-way video interview!)  

AFTER YOU APPLY:

Please be sure to add View email address on ziprecruiter.com to your email contact list so you don't miss any communication from us! (Or else it could sit in your spam!) 

ER2 is proud to be an equal opportunity employer. We are a diverse group of individuals from all walks of life with the unified desire to Empower Uniqueness and make a difference. All employment is decided on the basis of qualifications, merit, and business need. If you need assistance or an accommodation due to a disability, you may contact us at View email address on ziprecruiter.com

Disclaimer: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Privacy Disclaimer: As part of your job application, we collect and process certain personal information about you. This information may include your contact details, work history, education, references, and other information relevant to assessing your qualifications. We collect this information solely for recruitment, hiring, and employment-related purposes. We do not sell your personal information.