IT Support Technician II

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.

Primary/Essential Duties And Key Responsibilities

• Technical troubleshooting & Support: Coordinate and/or perform fixes over the Phone/Chat/ IT Tech Bar or any other introduced channels.
• Diagnose/troubleshoot issues and assist colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner.
• Relationship Management: Maintain working relationships with all IT & business resources, act as the first point of contact for all IT-related issues.
• Documentation: Ensure proper/accurate/up-to-date documentation and categorization for all incidents, requests and Problems. ( ITIL Framework )
• Escalation: Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope promptly.
• Active Directory Management and Authentication: Knowledge of Active
• Directory including understanding of Office 365, MFA, Password reset, user/exchange accounts,
• Operating Systems (Windows, macOS, VDI): Troubleshooting, intermediate for advanced issues.
• Hardware and Software Support: Install, configure, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet delivered requirements.
• Information Routing: Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.
• Global IT Operations: Develop a sound understanding of global IT operations, related applications and IT systems, and business-related processes and procedures.
• Networking Fundamentals: Basic connectivity troubleshooting, intermediate for advanced issues.
• Assist with Onboarding & Offboarding requirements for the new hire Assisting with the ITAM and Mobility management
• Remote Support & Deskside visit - onsite support
  
  

Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal-opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.    

Disability Accommodation 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com