Desktop Engineer I
Santa Ana, CA

Job Description

Ultimate Software is seeking a full time Desktop Engineer to work in our Weston office. The Desktop Engineer will work 40 hours a week and must have flexibility to work from 8:00AM - 5:30PM, Monday to Friday. You will perform installations, maintenance, and repair work on any computer related equipment that supports the business including laptops, desktops, communications equipment (digital & IP phones), tablets (ex. iPad's), smart phones, printers, local area networks, wide area networks, or any piece of computer related peripheral or software an end user would be using.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's Best Places to Work in Technology for 2019 and #8 on the 100 Best Companies to Work For list in 2019. Ultimate is also ranked #1 on Fortune's 75 Best Workplaces for Women and #5 on its Best Workplaces for Diversity list.

Primary/Essential Duties and Key Responsibilities:

* Support and maintain computer systems, desktops, laptops, mobile devices and peripherals within the organization so that employees can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment to ensure optimal workstation performance.
* Identify and resolve technical issues associated with desktop/laptops, operating systems, application software, network, peripherals, mobile devices and phone systems
* Provide off-site conference support for local conferences which requires application and BIOS updates
* Assist in office moves and new office setup by setting up new gear and/or assisting in the breakdown and re-deployment of gear
* Diagnose issues and aid colleagues and customers ensuring they are dealt with in a pleasant, professional and timely manner
* Coordinate and/or perform fixes over the phone at the desktop level, including installing and upgrading software
* Assist in the manual and/or limited automated implementation of new software applications or existing software/hardware solutions (i.e. patches, configuration changes, application updates, etc.)
* Coordinate with Apple, Dell and Microsoft for warranty and out of warranty repair
* Provide information in response to inquiries, concerns, and technical difficulties
* Follow up and make scheduled callbacks to customers where necessary
* Adhere to the Client Technology Services team policies and procedures
* Utilize ServiceNow Service Management to document and track issues, requests and resolutions
* Manage individual incident queue resolving customer issues/requests within SLA

Required Qualifications:

* (Knowledge, Skills and Abilities)
* 5+ years of technical experience in IT industry
* 3+ years customer service experience working in a call center environment
* Strong proficiency with the Windows and Mac Operating Systems
* Knowledge and troubleshooting experience of the Office suite of Applications, both for
* Mac and PC
* Demonstrate strong experience with Active Directory and laptop/desktop/printer
* hardware architecture
* Strong analytical, problem solving skills; ability to prioritize and effectively execute
* tasks while maintaining accuracy and attention to detail
* Thorough understanding of DHCP, TCP/IP, DNS, HTTP
* Strong knowledge of registry and file systems
* Exemplary attendance and punctuality
* Exceptional customer service, teamwork, organizational skills
* Strong and mature verbal and written communication skills
* Ability to perform root cause analysis, provide detailed technical documentation
* including build/configuration, troubleshooting, and operational procedures
* Develop and maintain internal training and technical procedures
* Ability to perform computer hardware/software maintenance

(Experience, Education, Certification, License and Training)

Bachelor of Science degree and/or 5+ years of work experience

* A+ , Network+ and Security+ Certifications - Required
* Linux knowledge - Preferred
* JAMF CCT Certification - Preferred
* Apple Certified Associate (ACA) - Required
* ITIL Foundations v3 certification - Required

Physical Requirements:

* No unique physical demands are required for this job.

Travel Requirements:

* Minimal - 2 - 4 weeks per year
* Must possess valid travel documents to travel to US

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company's online employment application, please contact careers@ultimatesoftware.com.