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Description • Provide internal technical support for our end users through Phone, Chat, or other channels to resolve incidents and process requests quickly and efficiently.• Frequent interactions with customers, vendors, and other analytical and business staff, therefore, must be effective in interpersonal communications and problem solving.• Uses a high degree of patience and problem management techniques to solve problems and follow through on resolution with users.• Assist with Ticket Queue Management and Access Management Tasks.• Assist in research, development, design, architecture, deployments, and support of all client facing technologies.• Responsible for client-side imaging technologies for all supported software and hardware platforms.• Accountable for all software, hardware, and business application support compatibility with current and future technologies.• Attends project/product meetings and maintains a current level of knowledge and training in related disciplines. Provide technical training to team members.• Consults solution base and peers to optimize problem resolution. Adheres to established standards in resolving issues. Escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.• Keeps up with current and future client technologies, infrastructure operations and industry best practices and certifications.• Maintain working relationships with all IT and business resources, acts as the liaison between support staff and senior technical resources. Support other IT groups as needed.• Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents, and requests. Generate/Create ad-hoc incident ticket reports as needed.• Create or update knowledge articles as needed.• Active Directory knowledge including understanding of GPO, user/computer/exchange accounts, administration for imaging, management & client patching as needed.• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices and related hardware and software to meet delivered requirements for desktop service levels.
Qualifications Required Qualifications:• 3-5 years of Customer Service skills• 3-5 years of Technical Troubleshooting• Strong analytical skills• Teamwork• Technical proficiency with Windows and Mac Operating Systems• General configuration knowledge of iOS and Android-based mobile devices• Exemplary attendance and punctuality• EmpathyPreferred Qualifications:• Previous call center or tech bar experience• Basic networking skills• Basic programming or light scripting knowledge with Python• General understanding of Microsoft Power Automate or automation practices• Experience with ServiceNow• ITIL FoundationsEducation:Associate degreeCompany 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.