IT Support Technician

Here at UKG, our purpose is people™ . Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

About the team:

The Enterprise Services Team within UKG's Digital organization is a key part of our global IT infrastructure. We provide support to ensure the smooth operation of UKG's enterprise applications and services, enabling our employees around the world to work efficiently and effectively. We operate across multiple channels, including phone, chat, and in-person "Tech Bar" sessions, ensuring a seamless experience for all users. Our team collaborates closely with other departments to deliver high-quality technical solutions that meet the evolving needs of the business.

About the role:

The IT Support Technician provides comprehensive internal technical support to end-users through various channels, including phone, chat, and tech bar. This role focuses on resolving routine and non-routine incidents, processing requests, and ensuring a high level of customer service. You will utilize problem management techniques, escalate complex issues, and contribute to a positive customer experience.

• Coordinate and/or perform fixes over the phone, chat, or other designated channels.
• Diagnose and troubleshoot technical issues, providing assistance to colleagues and ensuring they are handled professionally and promptly.
• Maintain positive working relationships with IT and business resources, acting as a liaison between support staff and senior technical resources.
• Ensure proper, accurate, and up-to-date documentation and categorization for all problems, incidents, and requests.
• Escalate incidents and requests to appropriate support teams when the resolution or process is unknown or out-of-scope, adhering to established timelines.
• Resolve routine and non-routine technical issues using advanced troubleshooting techniques, escalating only complex or unfamiliar issues.
• Demonstrate a working knowledge of Active Directory, including GPO, Office 365, user/computer/exchange accounts, and administration for imaging, management, and client patching.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet service level agreements.
• Serve as an information hub, routing internal and external requests to the appropriate resource and following the escalation structure when applicable.
• Generate ad-hoc incident ticket reports as needed.
• Provide support for low-complexity IT projects and assist senior staff in technical initiatives.
• Develop a sound understanding of global IT operations, related applications, IT systems, and business-related processes and procedures.
• Troubleshoot AV equipment, including digital signage

About you:

Basic Qualifications:

• 2-3 years of experience with Windows and Mac Operating Systems.
• 2-3 years of relevant work experience (experience with India & US/International customers is a plus).
• 2-3 years of technical troubleshooting experience
• General configuration knowledge of iOS and Android-based mobile devices.
• Associate degree or equivalent preferred
• Willingness to work in a 24/7 environment (rotating shifts)
• Excellent customer service skills.
• Ability to lift up to 30 lbs (13 kg)
• Ability to sit for extended periods

Preferred Qualifications:

• Experience with ServiceNow or a similar ITSM tool
• Experience in a call center or tech bar environment
• Experience with ticket queue management and access management
• Basic networking skills
• ITIL Foundations certification or similar, reflecting knowledge of IT service management practices
• Strong analytical and problem-solving skills
• Effective teamwork and collaboration skills
• Good written and verbal communication skills

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 [email protected].