Customer Service Professional - Warehouse

Key Tasks & Responsibilities

Warehouse Operations & Inventory Support

Receive, inspect, and process incoming IT equipment and shipments.

Maintain accurate inventory records of hardware assets, including desktops, laptops, and peripherals.

Perform asset tagging, labeling, and tracking in asset management systems (e.g., ServiceNow).

Stage equipment for deployment, refresh, and relocation activities.

Support packing, shipping, and distribution of IT assets to end users and field locations.

Fulfill service requests for IT equipment in coordination with Help Desk, MAC, and Windows desktop support teams.

Provide status updates and communicate with users regarding equipment requests and deliveries.

Address customer inquiries related to asset availability, delivery timelines, and returns.

Ensure timely and accurate fulfillment of requests in accordance with SLAs.

Maintain a high level of customer satisfaction through responsive and professional service.

Asset Lifecycle & Hardware Management

Support the lifecycle management of IT assets, including intake, deployment, refresh, and disposal.

Verify hardware configurations and ensure compliance with organizational standards.

Assist with inventory audits, reconciliation, and reporting activities.

Maintain documentation related to asset status, movement, and disposition.

Ensure proper handling and secure storage of IT equipment.

Coordination & Support

Coordinate with warehouse staff, IT teams, and vendors to ensure efficient operations.

Support MAC (Moves, Adds, Changes) activities through staging and equipment preparation.

Assist with large-scale deployments, refresh projects, and office moves.

Ensure proper documentation of all transactions in ITSM/ITAM tools.

Process Compliance & Improvement

Follow established procedures for inventory control, asset tracking, and security.

Identify process gaps and recommend improvements to enhance efficiency and accuracy.

Support compliance with IT policies, asset management standards, and audit requirements.

Maintain clean, organized, and secure warehouse workspace.

Required Skills & Competencies

Basic knowledge of IT hardware (desktops, laptops, peripherals)

Familiarity with inventory or asset management systems

Experience with ITSM tools (e.g., ServiceNow) preferred

Strong attention to detail and organizational skills

Excellent customer service and communication skills

Ability to manage multiple tasks and meet deadlines

Preferred Qualifications

Experience in federal or government IT environments

Experience supporting IT asset management or deployment programs

Work Environment

Warehouse and office environment

Requires physical activity, including lifting and moving IT equipment

May involve shipping, receiving, and handling of packages

Education & Experience

Education

Associate or Bachelor’s degree in Information Technology, Supply Chain Management, or related field

(or equivalent experience)

Experience

2–5 years of experience in warehouse operations, inventory management, or IT asset support

Experience handling IT hardware and equipment preferred

Experience supporting service request fulfillment or customer service operations

Certifications

ITIL certification preferred.

Security Clearance

Applicants must be able to obtain a Public Trust clearance