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.

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.

Hardware & Software Fulfillment

• Fulfill service requests for laptops, desktops, monitors, peripherals, and licensed software.

• Coordinate device imaging, configuration, and deployment for both remote and onsite users.

• Track software distribution and ensure license compliance across all assigned assets.

Onboarding & Offboarding Support

• Prepare and provision devices and accounts for new hires, including setup of required software, access, and equipment delivery.

• Coordinate hardware recovery, account deactivation, and access revocation for offboarding processes.

• Work with HR and security teams to align IT onboarding/offboarding with organizational policies.

Inventory Management

• 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.

• Coordinate with vendors and procurement to manage stock levels and device ordering.

Tier 2 Technical Support

• Respond to and resolve escalated support tickets from Tier 1, particularly those related to hardware, software, or user provisioning.

• Collaborate 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.

Process Documentation & Compliance

• 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.

Core Competencies:

• Service Fulfillment: Able to deliver hardware, software, and access services with speed and precision.
• Customer Service: Provides professional, user-focused support with empathy and responsiveness.
• Inventory Control: Maintains reliable asset records and manages stock effectively.
• Problem Solving: Troubleshoots Tier 2 technical issues with attention to root cause and resolution.
• Process Discipline: Follows structured procedures for compliance, security, and standardization.
• Collaboration: Works effectively across teams to coordinate support and maintain service continuity.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand: to handle or feel: to talk and to hear. The employee occasionally is required to walk, sit: reach with hands and arms and stoop, kneel, crouch or crawl. The employee may lift and or move up to 15 pounds on occasion. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

No color visual deficiency.

• 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 (Service Now preferred) and ticket-based support…