Enterprise Hardware Asset Support Specialist (ServiceNow/HAM)

About the Role

Network Designs, Inc. (NDi) is seeking an Enterprise Hardware Asset Support Specialist (ServiceNow/HAM) to support enterprise IT hardware lifecycle, asset management, property accountability, service-ticket operations, and hardware disposition activities within a Federal IT environment. The Specialist will support the tracking and management of enterprise client hardware throughout its lifecycle, including deployment, assignment, break/fix activity, transfer, refresh, excess processing, decommissioning, and disposal. The position will work extensively in ServiceNow, ServiceNow Hardware Asset Management (HAM), FAA property systems, SharePoint, and related Government-approved tools. This role requires strong IT customer-support skills combined with disciplined asset, property, workflow, and documentation management.

Requirements

• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance
• This position is remote, candidate must reside in one of the following states: AL, AZ, DC, FL, GA, ID, MD, MS, NJ, NC, OK, OH, PA, SC, TN, TX, UT, VA, WV

Qualifications

• Bachelor's degree in an Information Technology-related field
• Minimum of seven (7) years of relevant experience supporting enterprise IT operations, service desk/ticketing workflows, endpoint/hardware services, IT asset management, or similar operational support roles
• Experience supporting enterprise hardware assets throughout the lifecycle
• Experience using ticketing/workflow systems in a production support environment
• Experience maintaining accurate asset, configuration, or property records
• Experience providing customer-facing IT support
• Strong working knowledge of enterprise hardware lifecycle and asset-management concepts
• Experience with ServiceNow ITSM and/or Hardware Asset Management
• Knowledge of hardware asset tracking, assignment, transfer, refresh, remediation, and disposition
• Ability to reconcile hardware records across multiple systems and documentation sources
• Strong documentation and recordkeeping skills
• Strong customer service and stakeholder coordination skills
• Ability to manage multiple concurrent requests in a high-volume operational environment
• Strong analytical and problem-solving skills
• Ability to follow established workflows, SOPs, property controls, and documentation requirements

Preferred Qualifications

• Hands-on experience with ServiceNow Hardware Asset Management (HAM)
• Experience supporting Federal IT asset or property-management programs
• Experience with Government property systems such as FRAMES or comparable platforms
• Experience with hardware disposal, excess processing, asset transfer, or decommissioning
• Experience with ITAR/iViews or similar IT procurement systems
• Experience with PowerApps and SharePoint
• Experience creating reports, dashboards, knowledge articles, and operational documentation

Key Tools and Technologies

• ServiceNow ITSM
• ServiceNow HAM
• FAA property-management systems / FRAMES
• ITAR / iViews
• Microsoft PowerApps
• SharePoint
• Microsoft Office Suite
• Government-approved asset, reporting, and collaboration tools

Essential Duties and Responsibilities

Enterprise Hardware Asset Management

• Support enterprise hardware lifecycle management activities for FAA client equipment
• Track and maintain hardware asset information, including: equipment type, asset tag, serial number, location, assignment, service status, cost center, lifecycle status, and final disposition
• Maintain hardware records within ServiceNow/HAM and Government-designated property systems
• Support asset transfers, modifications, additions, and status changes
• Research and resolve discrepancies between asset, property, ServiceNow, and supporting documentation

ServiceNow Ticket Management

• Monitor assigned ServiceNow hardware-support queues
• Triage, assign, update, route, escalate, resolve, and close hardware-related incidents and requests
• Maintain accurate ticket status, work notes, customer communications, supporting evidence, and closure documentation
• Coordinate with Service Desk personnel, technicians, property personnel, facilities, vendors, and other stakeholders
• Ensure hardware tickets remain traceable from initial request through final resolution

Hardware Lifecycle and Break/Fix Support

• Support FAA-approved hardware remediation and break/fix activities
• Research and document technical issues involving hardware configuration, failure, replacement, or lifecycle status
• Coordinate equipment repair, replacement, refresh, transfer, or disposition activities
• Maintain documentation supporting hardware changes and remediation actions
• Provide customer communications related to hardware service status and resolution

Property and Asset Reconciliation

• Support maintenance of the Government property system of record
• Resolve property conflicts and asset-accountability discrepancies
• Coordinate asset transfers to appropriate cost centers using approved Government systems
• Validate asset and property records following transfers, lifecycle actions, or disposition events
• Maintain documentation supporting property accountability and auditability

Hardware Disposal and Excess Processing

• Support hardware disposal, excess processing, pickup requests, decommissioning, property transfer, media sanitization, and final disposition activities
• Validate disposal requests for completeness, including required: asset tags, serial numbers, equipment types, locations, requestor information, justification, approval information, and supporting documentation
• Route disposition requests to appropriate Government property officials, technicians, warehouse personnel, facilities personnel, or approved vendors
• Coordinate pickup of excess hardware and obtain required vendor documentation
• Ensure asset/property systems are updated before final ticket closure
• Support large-scale IT equipment disposition events as required

IT Procurement Support

• Obtain vendor quotes for Government-approved hardware requirements
• Support initiation of hardware purchase requests through ITAR/iViews or other approved procurement tools
• Maintain supporting acquisition and asset documentation as required

Reporting, Documentation, and Process Improvement

• Run reports and provide operational metrics using: ServiceNow, ServiceNow HAM, Government property systems, PowerApps, SharePoint
• Track ticket volume, aging, backlog, disposition status, turnaround times, and exception trends
• Create and maintain: Knowledge Base Articles, SOPs, job aids, hardware documentation, ticket templates, forms
• Identify recurring issues, workflow bottlenecks, documentation deficiencies, and opportunities for process improvement
• Coordinate with ServiceNow support/development teams to recommend and test approved changes to forms, templates, modules, and workflows

Benefits

• Comprehensive health, dental, vision, pet, and legal insurance
• 401(k) retirement matching
• Paid leave and paid holidays
• Health and wellness programs
• Employer-paid life and disability insurance
• Professional development and education benefits