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.
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About the Team:
Provides basic internal technical support to end-users through various channels, including phone, chat, and tech bar.
About the Role:
The IT Support Technician role focuses on resolving common incidents, processing requests following established procedures, and ensuring a high level of customer service. The Technician will utilize basic troubleshooting techniques, escalate issues as needed, and contribute to a positive customer experience.
Coordinate and/or perform fixes over the phone, chat, or other designated channels.
Diagnose and troubleshoot basic technical issues, 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.
Develop a basic understanding 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.
Continuously develop a sound understanding of global IT operations, related applications, IT systems, and business-related processes and procedures.
Troubleshoot AV equipment, including digital signage.
Basic Qualifications:
Associate degree or equivalent professional experience
0-2 years of relevant work experience (experience with India & US/International customers is a plus).
Openness to learning Active Directory, Office 365, and other enterprise software platforms.
Willingness to work in a 24/7 environment (rotating shifts).
Technical proficiency with Windows and Mac Operating Systems.
General configuration knowledge of iOS and Android-based mobile devices.
Excellent customer service skills.
Ability to lift up to 30 lbs (13 kg).
Ability to sit for extended periods
Preferred Qualifications:
Basic networking skills
Experience with ServiceNow or a similar ITSM tool.
Demonstrated eagerness to learn and grow technical skills.
Strong empathy and patience.
Basic analytical and problem-solving skills.
Fundamental technical troubleshooting skills.
Effective teamwork and collaboration skills.
Good written and verbal communication skills.
Fluent in English (spoken and written).
Exemplary attendance and punctuality.
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!
Equal Opportunity Employer
UKG 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 Know Your Rights poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
The pay range for this position is $16.54 to $$23.77/hr, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers