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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 ActiveDirectory 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 hireAssisting with the ITAM and Mobility managementRemote Support & Deskside visit - onsite supportWhere we’re goingUKG 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 AccommodationFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
