IT Support Technician Ii

**Company Overview**:
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?

**Description & Qualifications**:
Description

Provide internal technical support for our end users through Phone, Chat, or other channels to quickly and efficiently resolve incidents and process requests.
Has frequent interactions with customers, analytical & 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.
Responsible for client-side imaging technologies for all supported software and hardware platforms.

Attends project/product meetings & maintains a current level of knowledge & training in related disciplines.
Keeps up with current & future client technologies, infrastructure operations & industry best practices & certifications.
Flexible and willingness to work in 24*7 environment (7:00 - 16:00, 15:00 - 00:00, and 23:00 - 08:00 Shifts)

Primary/Essential Duties and Key Responsibilities:
Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels
Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant, professional and timely manner
Maintain working relationships with all IT & business resources, acts as the liaison between support staff & senior technical resources
Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents and requests
Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner
Active Directory knowledge including understanding of GPO, Office 365, 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.
Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.
Generate/Create ad-hoc incident ticket reports as needed

**Qualifications**:
Required Qualifications:
(Knowledge, Skills and Abilities)
Customer Service skills
Empathy
Strong analytical skills
Technical Troubleshooting
Teamwork
Good communications skills
Technical proficiency with Windows and Mac Operating Systems
General configuration knowledge of iOS and Android-based mobile devices
Must speak and write English fluently
Exemplary attendance and punctuality
(Experience, Education, Certification, License and Training)
Associate degree
Preferred Qualifications:
Basic networking skills
Experience with ServiceNow
ITIL Foundations
3-5 years of relevant work experience (US Customers).

Physical Requirements:
This component is important and key for compliance with the Americans with Disabilities Act (ADA).
Able to lift up to 30 lbs

**EEO Statement**:
**Equal Opportunity Employer**

Ultimate 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.