Job Description
Why UKG
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
The Tier 1 IT Support Specialist is responsible for providing internal technical support for end users through Phone, Chat, Tech Bar or other channels. The role involves resolving incidents, processing requests, and ensuring a high level of customer service. The specialist will use patience and problem management techniques to solve issues and follow through on resolutions. This role requires frequent interaction with customers, analytical & business staff, and effective interpersonal communications and problem-solving skills.
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 provide assistance to 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 in a timely manner.
Active Directory Management and Authentication: Knowledge of Active Directory 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 and related applications and IT systems as well as business-related processes and procedures.
Networking Fundamentals
Basic connectivity troubleshooting, intermediate for advanced issues.
Assist with Onboarding & Off boarding requirement for the new-hire
Assiting with the ITAM and Mobility management
Remote Support & Deskside visit - onsite support
Required Qualifications
Customer Service skills
Strong analytical skills
Technical Troubleshooting
Teamwork
Must speak and write English fluently
Exemplary attendance and punctuality
Company Overview
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
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 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 [Confidential Information]
