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Skills mentionedServiceNow
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
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
Physical 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 fluently
Legally authorized to work in the United States
Valid Drivers License
The ability to pass a drug test
The ability to pass a background screening with no prior convictions related to theft or cybercriminal activity
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, critical illness, and hospital indemnity insurance, employee assistance program, and BenefitHub discount program
401(k) with company match (after just 90 days of employment!)
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!
Before you Apply
Please be sure to check out our careers page at https://www.er2.com/careers which explains our full hiring process so that you know what to expect! (Spoiler Alert: The next step is a one-way video interview!)
After you Apply
Please be sure to add notifications@app.bamboohr.com to your email contact list so you don't miss any communication from us! (Or else it could sit in your spam!)
If you need assistance or an accommodation due to a disability, you may contact us at hr@er2.com.
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.
Equal opportunity and legal
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.
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.
