IT Asset Management Ticket Support Specialist
About The Position
ER2 is seeking an IT Asset Management Ticket Support Specialist to manage hardware-related service requests for corporate clients through ticketing platforms including ServiceNow, Jira, and FreshService. 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, processing and prioritizing requests and ensuring resolution according to client specifications and service-level agreements. The position is in-office in Phoenix, Arizona, Monday through Friday, 9:00 a.m. to 5:00 p.m., with a one-hour lunch break. It reports to the Director of ITAM and pays $22.00–$24.00 per hour, depending on experience.
Requirements
- At least one 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 service-level agreements.
- 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 at 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.
- Ability to identify process improvements while following established workflows.
- Clear client communication and a customer-service mindset.
- Ability to work independently while collaborating with warehouse staff and client IT teams.
- Adaptability to changing priorities and urgent hardware requests.
- Strong inventory management skills and proficiency creating reports and dashboards to track ticket metrics.
Responsibilities
- Process and manage hardware-related service tickets in ServiceNow, Jira, and FreshService for client employees.
- Handle new-hire hardware provisioning and deployment, break/fix replacement and repair, hardware upgrades and peripheral requests, and equipment returns and offboarding collections.
- Track tickets from receipt through resolution and ensure adherence to client service-level agreements.
- Coordinate with warehouse personnel to prepare and ship hardware on time.
- Update asset records in ticketing systems to maintain accurate inventory visibility.
- Document hardware configurations and specifications for client deployments.
- Generate reports on ticket volume, resolution time, and hardware inventory status.
- Follow up with clients to obtain information or approvals needed to complete requests.
- Manage hardware allocation to support effective 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 asset movements.
- Escalate complex hardware issues requiring technical intervention.
- Provide clients with regular status updates on pending hardware requests.
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.
- Paid time off.
- Company-branded attire allowance.
- Professional and personal growth and development opportunities.
- Real-life skills training.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
