Part-time/temp Desktop Engineer I
Santa Ana, CA

Job Description

Come join the multi-award winning Ultimate Software, a leading provider of unified human capital management (HCM) SaaS solutions for global businesses! We are seeking a temporary part-time Desktop Engineer I to work in our Atlanta office Monday to Friday.

The Desktop Engineer will provide technical support over the phone or chat, utilizing remote support tools to our corporate employees in need of assistance with computer hardware or software problems, network connectivity problems, phone problems, etc. The ideal candidate must be capable of conversing with non-technical employees to understand their technical issues and concerns, providing a permanent resolution for the employee's computer related issue. Phone, chat, and remote support experience is required for desktop hardware and software configuration and management.

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.

Essential Duties and Responsibilities:

* Provide information in response to inquiries, concerns, and technical difficulties
* Analyze and resolve technical issues associated with desktop/laptops, operating systems, application software, network, and phone
* Undertake complex problem solving and provide assistance to 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
* Follow up and make scheduled callbacks to customers where necessary
* Adhere to the Client Technology Services team policies and procedures
* Utilize ServiceNow Service Desk to document and track issues, requests and resolutions
* Manage individual incident queue resolving customer issues/requests within service level target
* Perform post-resolution follow up requests
* 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

Required Qualifications/Skills:

* At least 2 years of technical experience working in a help desk environment
* Experience working in a call center environment is preferred
* Working knowledge of 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
* Experience with troubleshooting basic level networking issues
* Technical proficiency with the Windows and Mac Operating Systems
* Knowledge and troubleshooting experience of the Office suite of Applications, both for Mac and PC
* Exemplary attendance and punctuality
* Exceptional customer service, teamwork, and communication skills
* The ability to operate in a fast-paced environment and proven ability to meet deadlines
* Strong organization skills

Preferred Qualifications/Skills:

* Demonstrated aptitude for continuous learning and innovative thinking
* Experience with ServiceNow Service Desk is a plus.
* Strong organizational skills

Education/Certification/License:

* Bachelor of Science degree and/or 2 years of work experience
* A+ Certification - Preferred
* Network+ Certification - Preferred
* Apple Certified Associate (ACA) - Preferred
* ITIL Foundations - Preferred

Travel Requirement:

* Minimal, 2-4 weeks per year

Languages:

* Must speak and write English fluently
* French is a bonus



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.