IT Asset Management Ticket Support Specialist

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:
ER2
partners with organizations ranging from growing businesses to some of the world's largest enterprises, providing technology deployment, equipment management, and zero-waste IT disposal solutions. We're also committed to reducing the digital divide through donation initiatives that increase access to technology and opportunity in under-resourced communities.
OUR CORE VALUES:
Constantly Improving
Acting in Humility
Living a Life of Servanthood
Relentlessly Pursuing Excellence
At ER2, we believe strong organizations are built by humble, accountable, growth-minded people who are committed to serving others and continuously improving.
We value teammates who step in where needed, support one another, and take pride in doing great work. In return, we strive to create an environment where people can learn, develop new skills, and grow both professionally and personally.
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, 9:00am-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

Employment type
Full-Time

Work arrangement
No