Desktop Support Technician IV - Onsite

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Description Provide internal technical end user hardware and technical support for employees worldwide utilizing strong analytical skill. Quickly and efficiently triage, diagnose, escalate, and/or resolve incidents and requests, virtually and at onsite locations.Assist with monitoring and managing inbound unassigned IT contact queue for incident and requests. Act as liaison between users and senior technical staff to communicate the status of incident, request, or problem resolution to business users; log and track requests for assistance related to IT supported systems.• 7 or more years of professional experience triaging, diagnosing, escalating and/or resolving technical hardware incidents and requests• Excellent verbal, written, and customer communications skills with technical and non-technical business users. Demonstrated ability to see work through to closure and ensure business users are satisfied• Technical proficiency with major end user hardware vendors, specifically Dell and Apple laptops.• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software to meet delivered requirements for desktop service levels• Collaborate with internal and external technicians to ensure efficient operation of the company's endpoint and server environment• Technical proficiency navigating and troubleshooting Windows10, Apple OSX, Office365 and major business applications• Manage own pace and backlog while continuing to collaborate with the team to make sure the changing needs of the business are being addressed and met• Assist with more difficult troubleshooting• Participate in project related tasks for company and organizational growth• Strong collaboration with team, end-users, and leadership• Ability to work autonomously as needed and identify trends and problems that require escalationQualifications • Demonstrated device imaging and provisioning experience. Preference for experience with Microsoft SCCM, MDT, WDS administration for imaging, management & client patching as needed. Familiarity with AutoPilot is a plus• Experience with Jamf configuration and deployment• Accountable to perform on-site analysis, diagnosis, and resolution of complex infrastructure and endpoint related technical issues for end-users and to recommend, implement, and document corrective solutions to ensure quick and accurate service delivery• Ability to provide support over video conference to support remote U Krewers with quick fixes and triages of issues• Strong preference for candidates with experience with ITSM management platforms, preferably ServiceNow• Bachelor's degree in Computer Science, Information Systems or Engineering preferred• Additional technical professional training, technical certificates, ITIL Foundations strongly desiredCompany Overview Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at