Enterprise Hardware Asset Support Specialist (ServiceNow/HAM) #1857943

About NDi:

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas. Military Veterans Encouraged to Apply.

Job Description:

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.

equirements:

• 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 and Experience:

• 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
  • 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
  • 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.

Compensation and Benefits:

At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.

Veterans First Commitment:

As a Service-Disabled Veteran-Owned Small Business (SDVOSB), NDi is dedicated to hiring veterans and providing a supportive work environment that honors their service while recognizing the unique skills and experiences they bring to our organization.

Our Commitment:

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Apply Now: Take advantage of this unique opportunity to join one of the fastest-growing companies in Federal contracting!