IT Asset & Ticketing Specialist (ServiceNow)

ER2; Phoenix (AZ); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Healthcare coverage for full‑time

401(k) with company match

Competitive wages

Welcoming, caring, and dedicated team

Fun culture with family‑like vibes

Paid Time Off

Company Branded Attire Allowance

Professional & Personal Growth and Dev

Real Life Skills Training

Culture of continuous improvement

Open idea culture

Job summary

ER2 in Phoenix, AZ is seeking an IT Asset Management Ticket Support Specialist to manage hardware-related service requests via ServiceNow, Jira, and FreshService for corporate clients.

You will prioritize, process, and fulfill tickets from deployment through returns, coordinating with warehouse staff and maintaining accurate asset records. This role emphasizes logistics and inventory control within ITAM, not deep technical support.

Qualifications

• 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.

Responsibilities

• Process and manage hardware-related service tickets in ServiceNow, Jira, and FreshService for client employees.
• Handle various ticket types including: 1) New hire hardware provisioning and deployment requests 2) Break/fix hardware replacement and repair requests 3) Hardware upgrades and additional peripheral requests 4) 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.

Skills

ServiceNow

Jira

FreshService

Ticketing systems

Detail-oriented

Documentation

Client communication

Inventory management

Multitasking

Independent work

Job description

ER2 in Phoenix, AZ is seeking an IT Asset Management Ticket Support Specialist to manage hardware-related service requests via ServiceNow, Jira, and FreshService for corporate clients.

You will prioritize, process, and fulfill tickets from deployment through returns, coordinating with warehouse staff and maintaining accurate asset records. This role emphasizes logistics and inventory control within ITAM, not deep technical support.