IT Asset Management (ITAM) Ticket Support Specialist
17 days ago
Phoenix
Job DescriptionSalary: $22-24/hour DOE Why We Exist: At ER2, we desire to grow a sustainable company that provides opportunity for individuals to continuously improve and grow. What We Actually Do: ER2 helps large organizations with seamless new technology hardware installation, efficient equipment management, and zero-waste disposal. ER2's unique business model enables the donation of thousands of computers to under-resourced communities, working towards reducing the digital divide. ER2 is a leading provider of new and refurbished hardware purchasing solutions and Accidental Damage Protection (ADP) services specifically tailored for schools. Our dedicated focus on meeting the unique needs of educational institutions has established us as a trusted partner in the industry. Additionally, through our sister company, Revive IT, we are dedicated to providing professional, quality refurbished computers and other tech to customers across the globe. Our Vision: To Empower Uniqueness! via our: Team Members, Clients, Environment, and Community. How We Behave: We are: Constantly Improving | Acting in Humility | Living a Life of Servanthood | Relentlessly Pursuing Excellence But what does this really mean? In short, no task is "beneath" you. It's our job to make sure the next guy or gal has enough toilet paper. We all have chores; even our CEO can be found cleaning/stocking bathrooms! Being a part of the ER2 Family means you... • Respect your peers and place of work, • Strive to always set the next person up for success, • Seek out feedback in hopes to become better 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! AFTER YOU APPLY: Please be sure to add to your email contact list so you don't miss any communication from us! (Or else it could sit in your spam!) THE PERKS: • Healthcare coverage for full-time employees - a comprehensive benefits package that includes medical, telehealth, dental, vision, and life insurance, short term and long term disability, supplemental accident and critical illness insurance, employee assistance program, BenefitHub discount program, • 401(k) with company match, • Competitive wages, • Welcoming, caring, and dedicated team members, • Fun culture with family-like vibes, • Paid Time Off, • Company Branded Attire Allowance, • Professional & Personal Growth and Development Opportunities, • Real Life Skills Training, • A workplace built on continuous improvement - we work to ensure that everything we do adds value to our customer: Better process, easier work day, great product, on time, happy customers, successful company!, • All ideas are welcome, everyone has a voice here - unused employee genius is abig waste! 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 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 ServiceNow workflow aspects of ITAM operations. Schedule: Monday - Friday, 8am - 5pm with a 1 hour lunch break. Reports to: This position reports to the Director of Operations Compensation: $22 - $24/Hourly - DOE THE PERFECT FIT: • You have experience working with ticketing systems, particularly ServiceNow, • 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, • Process and manage hardware-related service tickets in ServiceNow 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 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, • 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, • Ticket resolution time within client SLAs, • Accuracy of asset records in ServiceNow, • Client satisfaction with hardware fulfillment, • Inventory accuracy and reconciliation, • Documentation quality and completeness, • Ability to sit or stand for consecutive hours, • Ability to work and look at a computer screen for extended hours per day, • Ability to work in a climate-controlled warehouse environment with some temperature fluctuations, moderate noise, and a fast-paced, busy atmosphere., • Legally authorized to work in the United States, • The ability to speak/read English fluently, • The ability to pass a drug test If you need assistance or an accommodation due to a disability, you may contact us at . Disclaimer: This job description is not intended to be all-inclusive. Employee 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.