IT Asset Management (ITAM) Ticket Support Specialist
IT Asset Management (ITAM) Ticket Support Specialist
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Job Description
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. ER2s 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. Its 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
- Give of yourself while expecting nothing in return
If you can commit to those values we cannot wait to hear from you!
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 dont 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 a big 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. Youll work directly with our ServiceNow platform to ensure timely resolution of hardware requests according to client SLAs and specifications.
This position offers an excellent opportunity for someone interested in IT Asset Management with strong ticketing system experience and a focus on hardware logistics rather than technical support. Youll 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.
This is a full-time hourly (non-exempt) position with a pay range of $22-24 an hour depending on experience. Hours are M-F 8am-5pm with a 1 hour lunch break.
THE PERFECT FIT:
- You have experience working with ticketing systems particularly ServiceNow
- Youre 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
- Youre 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
- Youre proficient in creating reports and dashboards to track ticket metrics
- You can work independently while collaborating with warehouse staff and client IT teams
- Youre adaptable to changing priorities and can handle urgent hardware requests efficiently
- You maintain a customer service mindset when supporting client hardware needs
THE DAY TO DAY:
- 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
- Provide regular status updates to clients on pending hardware requests
THE VITALS:
- 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
- Ability to prioritize requests based on business impact and SLAs
KEY PERFORMANCE INDICATORS:
- 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
- Process improvement contributions
OTHER REQUIREMENTS:
- Ability to sit or stand for consecutive hours
- Ability to work and look at a computer screen for extended hours per day
- Legally authorized to work in the United States
- The ability to speak/read English fluently
- The ability to pass a drug test
- The ability to pass a background screening with no prior convictions related to theft or cybercriminal activity
ER2 is proud to be an equal opportunity employer. We are a diverse group of individuals from all walks of life with the unified desire to Empower Uniqueness and make a difference.
All employment is decided on the basis of qualifications merit and business need.
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.
Required Experience:
Manager
Employment Type
Full-Time
