IT Asset Management Ticket Support Specialist

ER2 • Phoenix, AZ

8d • Onsite

About The Position

ER2 is seeking an IT Asset Management Ticket Support Specialist to manage hardware-related service requests for corporate clients using ServiceNow and other ticketing platforms. The role focuses on hardware logistics, inventory control, and IT asset management workflows rather than technical IT support. The specialist serves as a link between warehouse operations and client employees receiving IT equipment, ensuring requests are fulfilled in accordance with client specifications and service-level agreements (SLAs).

The position is based in-office in Phoenix, Arizona, with a Monday–Friday schedule from 9:00 a.m. to 5:00 p.m. and a one-hour lunch break. It reports to the Director of ITAM and pays $22–$24 per hour, depending on experience.

ER2 provides technology deployment, equipment management, and zero-waste IT disposal solutions, and supports initiatives to increase access to technology in under-resourced communities. The company emphasizes continuous improvement, humility, service, excellence, accountability, and employee development.

Requirements

• At least 1 year of 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 and ability to manage multiple concurrent tickets.
• Experience generating reports and analyzing ticket metrics.
• Excellent written communication skills for client ticket updates.
• Ability to prioritize requests based on business impact and SLAs.
• Ability to speak and read English fluently.
• Legally authorized to work in the United States.
• Valid driver's license.
• Ability to pass a drug test and a background screening with no prior convictions related to theft or cybercriminal activity.
• Ability to work and look at a computer screen for extended hours per day and to sit and/or stand for consecutive hours.

Nice To Haves

• Experience with ServiceNow, Jira, and FreshService.
• Experience creating reports and dashboards to track ticket metrics.
• Ability to identify workflow and process improvements.

Responsibilities

• Process and manage client hardware service tickets in ServiceNow, Jira, and FreshService.
• Handle requests for new-hire hardware provisioning and deployment, break/fix replacements and repairs, upgrades and peripherals, and equipment returns during offboarding.
• Track tickets from receipt through resolution and meet client SLAs.
• Coordinate with warehouse personnel to prepare and ship hardware on time.
• Maintain accurate asset and inventory records in ticketing and asset-management systems.
• Document hardware configurations and specifications for client deployments.
• Generate reports on ticket volume, resolution times, and hardware inventory status.
• Follow up with clients to obtain information or approvals needed to complete requests.
• Manage hardware allocation to support resource utilization across client needs.
• Identify request patterns to support proactive inventory management.
• Coordinate with shipping providers to track deliveries and returns.
• Maintain chain-of-custody documentation for asset movements.
• Escalate complex hardware issues requiring technical intervention.
• Provide clients with status updates on pending hardware requests.
• Identify process improvements and contribute to continuous improvement efforts.

Benefits

• Healthcare coverage for full-time employees, including medical, telehealth, dental, vision, and life insurance.
• Short-term and long-term disability insurance.
• Supplemental accident, critical illness, and hospital indemnity insurance.
• Employee assistance program.
• BenefitHub discount program.
• 401(k) with company match after 90 days of employment.
• Competitive wages.
• Paid time off.
• Company-branded attire allowance.
• Professional and personal growth and development opportunities.
• Real Life Skills Training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed