UEM Depot Operations Specialist

ROLES, RESPONSIBILITIES and EXPECTATION:

• This is an on-site position and not a remote role.
• End user computing device support.
• Respond to telephone calls, emails, and support tickets.
• Manage daily incident, request, and problem tickets.
• Responsible for Asset Management records.
• Manage device inventory and coordinate device procurement as needed.
• Manage shipping material procurement.
• Manage all shipping/receiving records, create shipments with various postal services.
• Successfully resolve common hardware and software problems on mobile devices.
• Perform hardware troubleshooting and repair. Coordinate repair services with hardware vendors.
• Ability to use UEM configuration management tools such as VMware Workspace ONE and Microsoft Intune.
• Handle client communications and meetings.
• Handle escalations from Client for End user computing issues.
• Handle escalations from T1 and T2 agents for end user computing device issues.
• Attend Customer and Vendor coordinated meetings as required.
• Prepare reports as needed.
• Create knowledge articles and user documentation as needed.
• Meet required productivity expectations, and adhere to required SLAs.
• Capacity to work independently and effectively while maintaining good team interactions.
• Additional duties as defined by leadership

EDUCATION AND EXPERIENCE

• Associates Degree or equivalent work experience in Information Technology.
• 3-5 years previous IT Experience.
• Experience in PC hardware, software and network troubleshooting.
• Experience in UEM Configuration Management Software.
• Experience in ServiceNow or other ITSM tool.
• Experience in MS tools such as Excel and Word for documentation.
• Self-starter that is able to collaborate actively with others in a cross-functional team.
• Excellent organizational/administrative/customer service skills with high standards of quality and agility to re-prioritize as necessary.
• Proven ability to work in a fast-paced environment.
• Excellent communication skills to act as a link between end users and higher-level support.
• Demonstrated knowledge of Mobile devices and end user Applications.

REQUIREMENTS STRONGLY DESIRED:

• Bachelor's Degree
• Microsoft EndPoint Management Certifications preferred
• CompTIA A+ and Network + Certifications preferred
• Healthcare environment experience preferred
• Loss prevention, workflow and security knowledge are a plus

Personal Attributes:

• Integrity, honesty and personal responsibility.
• Values employees and can genuinely articulate their positive contributions.
• Values teamwork and understands the importance of collaboration.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Ability to make reasonably quick decisions and take informed risks.
• Pleasant and approachable demeanor.

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.