IT Fulfillment Specialist

Job Summary

The IT Fulfillment Specialist is responsible for executing end-to-end IT service requests related to hardware, software, user onboarding/offboarding, and general IT provisioning. This role supports the operational efficiency of IT service delivery by ensuring timely, accurate fulfillment of user needs while managing inventory and providing Tier 2 support for routine technical issues.

About the role

Reporting to the IT Service Delivery Manager, the Fulfillment Specialist serves as a critical resource in maintaining a responsive and effective user support experience. The ideal candidate combines technical aptitude, organizational skills, and attention to detail to support core IT operations and improve service consistency across the organization.

Essential Functions

• Fulfill service requests for laptops, desktops, monitors, peripherals, and licensed software.
• Cookordinate device imaging, configuration, and deployment for both remote and onsite users.
• Track software distribution and ensure license compliance across all assigned assets.
• Prepare and provision devices and accounts for new hires, including setup of required software, access, and equipment delivery.
• Cookordinate hardware recovery, account deactivation, and access revocation for offboarding processes.
• Work with HR and security teams to align IT onboarding/offboarding with organizational policies.
• Maintain accurate records of hardware inventory, including device status, location, and assignment.
• Perform regular audits and reconcile asset inventory with procurement and asset tracking systems.
• Cookordinate with vendors and procurement to manage stock levels and device ordering.
• Respond to and resolve escalated support tickets from Tier 1, particularly those related to hardware, software, or user provisioning.
• Cookoperate with infrastructure, application, and security teams to resolve support issues requiring cross-functional input.
• Document solutions and contribute to knowledge base content for recurring requests.
• Follow ITIL-aligned procedures for request fulfillment and asset management.
• Maintain up-to-date SOPs, checklists, and hand-off procedures for IT service delivery workflows.
• Support internal audits and compliance activities related to inventory and access management.

Job Requirements

• Core Competencies: Service Fulfillment, Customer Service, Inventory Control, Problem Solving, Process Discipline, Collaboration.
• Education and Experience: Associate or Bachelor’s degree in Information Technology or related field (or equivalent hands-on experience), 2–4 years of experience in IT support, fulfillment, or service delivery roles, proficiency in supporting Microsoft Windows environments, Microsoft 365, and endpoint management tools, familiarity with ITSM platforms (ServiceNow preferred) and ticket-based support workflows, experience managing IT inventory, imaging tools, and asset tracking systems, strong organizational and time management skills with attention to accuracy and accountability, certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation are a plus.