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Description In this role, you will provide internal technical end user hardware support for employees worldwide. Quickly and efficiently triage, diagnose, escalate and/or resolve incidents and requests, virtually and at onsite locations. Assist with monitoring and managing inbound unassigned IT contact queue for incident and requests. Act as liaison between users and senior technical staff to communicate the status of incident, request, or problem resolution to business users.• Accountable to perform on-site analysis, diagnosis, and resolution of complex infrastructure and endpoint related technical issues for end-users and to recommend, implement and document corrective solutions to ensure quick and accurate service delivery• Log and track requests for assistance related to IT supported systems• Ability to provide support over video conference to support remote employees with quick fixes and triages of issue• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software to meet delivered requirements for desktop service levels• Collaborate with internal and external technicians to ensure efficient operation of the company's endpoint and server environment• Technical proficiency navigating and troubleshooting Windows10, Apple OSX, Office365 and major business applications
Qualifications • 2 or more years of professional experience triaging, diagnosing, escalating and/or resolving technical hardware incidents and requests.• Excellent verbal, written and customer communications skills with technical and non-technical business users.• Technical proficiency with all major end user hardware vendors, specifically Dell and Apple laptops.• Demonstrated device imaging and provisioning experience. Preference for experience with Microsoft SCCM, MDT, WDS administration for imaging, management & client patching as needed• Experience with Jamf configuration and deployment• Familiarity with Windows Active Directory, LAN/WAN environments, enterprise network technologies and overall corporate IT infrastructure strongly preferred• Strong preference for candidates with experience with ITSM management platforms, preferably ServiceNow• Bachelor's degree in Computer Science, Information Systems or Engineering preferred• Additional technical professional training, technical certificates, ITIL Foundations desiredCompany Overview Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careersEEO StatementEqual Opportunity EmployerUltimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.View The EEO is the Law poster and its supplement. View the Pay Transparency Nondiscrimination ProvisionUKG participates in E-Verify. View the E-Verify posters here.Disability AccommodationFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.