About this opportunity
ER2 lists this IT Asset Management Ticket Support Specialist opportunity in phoenix, Arizona. Review the employer’s description below for duties, qualifications and application requirements.
Job description
IT Asset Management Ticket Support SpecialistAt ER2, we desire to grow a sustainable company that provides opportunity for individuals to continuously improve and grow.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 are:Constantly ImprovingActing in HumilityLiving a Life of ServanthoodRelentlessly Pursuing ExcellenceWe 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.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 breakReports to: Director of ITAMCompensation: $22.00 - $24.00 / Hourly - DOELocation: Phoenix, AZ | In-OfficeThe perfect fit:You have experience working with ticketing systems, particularly ServiceNow, Jira, and FreshServiceYou're detail-oriented and can manage multiple ticket queues simultaneouslyYou understand hardware lifecycle processes (procurement, deployment, repair, return)You can effectively prioritize tickets based on SLAs and business impactYou have excellent documentation skills for maintaining accurate ticket recordsYou're comfortable following established workflows while identifying process improvementsYou can communicate clearly with clients regarding hardware status and requirementsYou have strong inventory management skills to track assets throughout the fulfillment processYou're proficient in creating reports and dashboards to track ticket metricsYou can work independently while collaborating with warehouse staff and client IT teamsYou're adaptable to changing priorities and can handle urgent hardware requests efficientlyYou maintain a customer service mindset when supporting client hardware needsKey skills:Ticket resolution time within client SLAsAccuracy of asset records in AMSClient satisfaction with hardware fulfillmentInventory accuracy and reconciliationDocumentation quality and completenessProcess improvement contributionsThe day to day:Process and manage hardware-related service tickets in ServiceNow, Jira, and FreshService for client employeesHandle various ticket types including:New hire hardware provisioning and deployment requestsBreak/fix hardware replacement and repair requestsHardware upgrades and additional peripheral requestsEquipment return and offboarding hardware collectionTrack ticket status from receipt through resolution, ensuring adherence to client SLAsCoordinate with warehouse personnel to ensure timely preparation and shipping of hardwareUpdate asset records in ServiceNow, Jira, and FreshService to maintain accurate inventory visibilityDocument hardware configurations and specifications for each client deploymentGenerate regular reports on ticket volume, resolution time, and hardware inventory statusFollow up with clients on pending information or approvals needed to complete requestsManage hardware allocation to ensure optimal resource utilization across client needsIdentify patterns in hardware requests to support proactive inventory managementWork with shipping providers to track hardware deliveries and returnsMaintain chain of custody documentation for all asset movementsEscalate complex hardware issues that require technical interventionProvide regular status updates to clients on pending hardware requestsThe vitals:1+ years experience with ServiceNow or similar ticketing systemsDemonstrated experience managing hardware-related service requestsStrong understanding of IT asset lifecycle management principlesExperience with inventory tracking systems and hardware logisticsExcellent ticket documentation and knowledge management skillsAbility to interpret client hardware specifications and requirementsFamiliarity with hardware procurement and deployment processesKnowledge of shipping logistics and chain of custody proceduresStrong organizational skills to manage multiple concurrent ticketsExperience generating reports and analyzing ticket metricsExcellent written communication for client ticket updatesAbility to prioritize requests based on business impact and SLAsPhysical 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 fluentlyLegally authorized to work in the United StatesValid Drivers LicenseThe ability to pass a drug testThe ability to pass a background screening with no prior convictions related to theft or cybercriminal activityThe 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, critical illness, and hospital indemnity insurance, employee assistance program, and BenefitHub discount program401(k) with company match (after just 90 days of employment!)Competitive wagesWelcoming, caring, and dedicated team membersFun culture with family-like vibesPaid Time OffCompany Branded Attire AllowanceProfessional & Personal Growth and Development OpportunitiesReal Life Skills TrainingA 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 a big waste!
Who can apply
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