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IT Support Specialist

General information


Santa Ana - California - USA


Information Technology

Ref #:


Description & Requirements


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
• Create or update knowledge articles as needed
• 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
• Support other IT groups as needed
• Active Directory knowledge including understanding of GPO, user/computer/exchange accounts
administration for imaging, management & client patching as needed
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation devices and related hardware and software to meet delivered requirements for desktop service levels
• Actively participate in enterprise initiatives and projects as a project manager or as a team resource
• 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


Required Qualifications:
Knowledge, Skills and Abilities
• Customer Service skills
• Empathy
• Strong analytical skills
• Technical Troubleshooting
• Teamwork
• Good communications skills
• Technical proficiency with the Windows and Mac Operating Systems
• Must speak and write English fluently
• Exemplary attendance and punctuality
Experience, Education, Certification, License and Training
• Associate degree

Preferred Qualifications:
• Previous call center or tech bar experience
• Basic networking skills
• Experience with ServiceNow
• ITIL Foundations

Corporate 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

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. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.