It Support Technician Ii Job in Ukg

Primary/Essential Duties and Key Responsibilities

• Technical Troubleshooting & Support:
  Coordinate and perform fixes via Phone, Chat, IT Tech Bar, or other introduced channels. Diagnose and troubleshoot issues, assisting colleagues in a pleasant, professional, and timely manner.

• Relationship Management:
  Maintain effective working relationships with all IT and business resources, acting as the first point of contact for all IT-related issues.

• Documentation:
  Ensure accurate and up-to-date documentation and categorization for all incidents, requests, and problems, following the ITIL framework.

• Escalation:
  Promptly escalate incidents and requests to the appropriate support teams when resolution or processes are unknown or out-of-scope.

• Active Directory Management and Authentication:
  Knowledge of Active Directory, including Office 365, Multi-Factor Authentication (MFA), password resets, and user/exchange accounts.

• Operating Systems Support:
  Troubleshoot intermediate to advanced issues related to Windows, macOS, and Virtual Desktop Infrastructure (VDI).

• Hardware and Software Support:
  Install, configure, maintain, monitor, and troubleshoot end-user workstations, mobile devices, and related hardware and software to meet requirements.

• Information Routing:
  Serve as an information hub to route internal and external requests to the appropriate resources, following the escalation structure when applicable.

• Global IT Operations:
  Develop a comprehensive understanding of global IT operations, related applications, and business processes.

• Networking Fundamentals:
  Conduct basic connectivity troubleshooting, addressing intermediate to advanced issues as needed.

• Onboarding & Offboarding Support:
  Assist with onboarding and offboarding requirements for new hires.

• IT Asset Management (ITAM) and Mobility Management:
  Support IT asset management and mobile device management initiatives.

• Remote Support & Deskside Visits:
  Provide onsite support as needed, alongside remote assistance.