Partner Services Specialist

At UHM, we understand diversity comes in many different forms. It's our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

The Partner Services Specialist is responsible for three main areas within the Infrastructure IT organization:

• Partner hardware/software provisioning & decommission. The Partner Services specialist will own the new partner and termed partner processes and be responsible for tasks related to end user computing including building, deploying, maintaining, upgrading and recovering laptops and peripherals.

• Equipment requests. The Partner Services specialist will manage the fulfillment of all hardware and software requests submitted to IT.

• Asset & Inventory control. This role serves as the central owner of all Inventory & Asset Management for the company including control of assets within the Strongsville Inventory Control Center (SICC) and deployed remotely in branch/home offices.

DUTIES & RESPONSIBILITIES

• Image, build and install pc's (laptops) in accordance with department standards (new partner process) and decommissioning including reclamation of old assets (termed partner process)

• Oversee routine maintenance (patching) on pc population with a cadence that protects our users while maintaining a higher device performance

• Identify potential changes and process improvements to present to senior management for consideration and implementation

• Manage inventory control center and tracking of all assets companywide including remote assets

• Ensure work is carried out within agreed service levels and in accordance with department guidelines

• Work closely with System Admins and Engineers to determine next generation platforms; leading implementation activities related to end user computing device upgrades

• Manage hardware and software 'equipment' request fulfillment process

• Provides advice and guidance to colleagues regarding incidents related to pc environment

Qualifications

EDUCATION & EXPERIENCE

• High school diploma or equivalent

• 2+ years of Desktop Support or related IT experience

• 1+ year of experience in field requiring customers service skills

• Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices

• Familiarity with ITSM framework and Asset/Identity Management practices

• Microsoft Windows administration and support a plus

SKILLS REQUIRED

• Requires a solid understanding of core networking including but not limited to: LAN/WAN, DNS, TCP/IP, DHCP, VPN, Wireless and Firewalls

• Self-motivated, display an attitude of ownership and a strong desire to learn new technologies

• Team player with excellent customer service skills and communication skills (both oral and written), attention to detail, comprehensive problem solving and troubleshooting skills

• Highly organized individual

• A self-starter with a proactive work ethic and sense of responsibility in managing a full workload of multiple tasks and priorities

• Strong interpersonal, written and verbal communication skills

• Able to work in a fast-paced environment and meet aggressive deadlines