Work Arrangement: 5 days in-office. With the option to possibly offer one remote day if needed.
Reports To: IT Support Manager (Future - IT Asset & Endpoint Manager)
Role Overview
The IT Asset Management Specialist oversees the full lifecycle of IT hardware and related accessories, ensuring that employees are equipped with reliable and compliant technology. This individual contributor role manages the Asset Depot as the primary point of contact for all IT asset requests and inventory controls, with support from IT Support (L1), IT Support Engineering (L2), and Endpoint Engineering when needed. The specialist ensures assets are deployed efficiently, tracked accurately, and reported consistently to meet business requirements, financial controls, and audit standards.
Key Responsibilities
1. End User Asset Services (Daily Priority)
Process ServiceNow tickets for:
o New hire deployments using available in-stock hardware for Day 1 readiness.
o Device change requests due to job role updates, requirement changes, or VPapproved requests.
o Break/fix replacements, minimizing employee downtime.
o Accessory requests (e.g., monitors, docking stations, keyboards, headsets, mice).
Update the CMDB promptly and accurately after fulfillment of each request.
Collaborate with IT L1/L2 teams to support imaging, configuration, and troubleshooting as required.
2. Asset Lifecycle Management (Weekly / Monthly Priority)
Manage refresh cycles (every 5 years, with 4 years in warranty and 1 year out of warranty).
Oversee asset recoveries for terminated employees, refresh returns, and break/fix scenarios.
Coordinate asset cleaning, sanitization, repair, redeployment, or retirement/disposal as appropriate.
Maintain accuracy of lifecycle data in ServiceNow and related systems.
3. Inventory & Procurement Management (Ongoing / Weekly Focus)
Monitor and maintain inventory of laptops, desktops, accessories, and peripherals to support proactive deployment.
Submit orders on time with awareness of vendor lead times, ensuring no disruption to business needs.
Track assets in and out of stock; reconcile inventories regularly.
Work with Endpoint Engineering to validate model selections for Mac and Windows devices, accessories, and peripherals.
Manage vendor relationships, participate in vendor/asset review meetings, and escalate as needed for delivery or warranty issues.
4. Reporting, Compliance & Governance (Weekly / Monthly Focus)
Generate and maintain Business Objects (BO) reports, asset lifecycle reports, and financial/accounting/audit reports.
Deliver accurate, timely insights to IT leadership around asset utilization, refresh readiness, and accessory demand patterns.
Ensure asset management activities conform to ITIL best practices, SOX/audit requirements, and internal company policies.
Key Deliverables & Performance Expectations
ServiceNow SLA Compliance: All requests actioned within SLA (priority given to new hires, break/fix, and accessory delivery).
CMDB Accuracy: Maintain >95% accuracy across all asset records.
Inventory Health: Maintain stock visibility and forecast at least 6 12 months ahead to support hiring surges and refresh cycles.
Reporting: Deliver weekly lifecycle insights and monthly executive reports (financials, compliance, utilization).
Collaboration: Partner seamlessly with IT L1, IT L2, and Endpoint Engineering to resolve escalations and maintain standard equipment compliance.
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Required Skills & Competencies
Strong organizational skills with the ability to balance daily ServiceNow-driven tasks alongside strategic lifecycle management.
Proven experience in IT Hardware Asset Management, preferably in enterprise-scale environments.
Familiarity with ServiceNow (Asset/CMDB modules), ITIL principles, and lifecycle governance.
Proficiency with Excel, Business Objects, or equivalent reporting/analysis tools.
Vendor and procurement management expertise, including SLA review and escalation.
Strong communication skills, both written and verbal.
Familiarity with Intune and JAMF management systems. |
