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IT Support Specialist

Location:

Louisville - Kentucky - USA, Louisville - Kentucky - USA

Function:

Information Technology

Ref #:

2019002723
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Description

The IT Support Specialist will provide onsite, expert level IT support for a key strategic business area of Kronos, our payroll services division (KPS). This position will be onsite in our Louisville, Kentucky office and will report into Kronos IT out of our corporate headquarters in Lowell, Massachusetts. This position will be part of a global IT support services team and will also integrate into our follow the sun model, providing world class IT support for “Kronites” locally, but also in every region around the globe. The IT Support Specialist will also work very closely with the business analyst team as well as senior IT technical resources to properly support the KPS business.
The IT Support Specialist will be responsible for maintaining all local IT hardware equipment, connectivity and end-user IT Support. They will provide expert level support for internal Kronos employees with a high degree of customer satisfaction, technical knowledge and timeliness.
Proactively monitor KPS local IT operations, including our high volume, secure print environment which has a local and remote presence. Experience in high volume, mission critical IT Support is required.
Serve as point of contact for technical support calls received directly by phone, chat, e-mail or other methods
•Perform a variety of technical analysis and triage techniques
•Act as liaison between users and technical staff to communicate the status of problem resolution to business users; log and track requests for assistance related to IT supported systems
•Participate in the preparation of training material and documentation for IT Support use; conduct periodic inventory maintenance on all equipment, track user problem trends.
•Create and distribute network related information to users, such as new account information and distribution list information; as well as, activating and deactivating user accounts.
•Assist with on-site installation and maintenance of network systems for users.
•All other tasks as assigned.

Qualifications

•Technical competence and expert understanding of all flavors of Windows and Apple operating systems.
◦Excellent understanding of IT client infrastructure operations
◦Excellent verbal, written and customer communications skills with technical and non-technical staff and end-users.
◦Excellent follow-up skills to see task through to resolution and communicate problem status to end users such as notification of completion, notification of delay and explaining rationale.
◦Strong analysis, technical, planning, and organizational skills.
◦Solid knowledge and experience supporting infrastructure architecture, methodologies and processes.
◦Practical hands on support of all current Microsoft Windows operating systems. Specifically Windows 10 and the feature release cycle.
◦Experience supporting secure VPN and isolated network a must.
Remote access clients, RDP protocols, thin clients, Active Sync, support of all modern browsers, SMS/SCCM and MOM/SCOM.
◦Broad range of network and desktop knowledge including experience in:
◦Desktop: Windows 10 and Macintosh OSX,
◦Microsoft Office 365
◦Cylance anti-virus and Dell encryption or similar competency with enterprise security tools required
◦Enterprise backup and restore features for client operating systems
◦Imaging solutions similar to WDS/MDT, SCCM, Ghost or Altiris
◦Hardware: Dell, Apple, Microsoft laptops, desktop and tablets and connectivity to high end, multipurpose printing
◦Protocols: TCP/IP, Ethernet
◦Technologies: Microsoft, Active Directory, Cylance, Big Fix, Citrix, SCCM, Junos VPN, major IT/Business applications
◦Demonstrated knowledge of current & future PC, mobile & tablet computing technology
◦Understanding of ticketing workflow, prioritization matrix, SLA enforcement & incident response
◦Familiarity with Windows Active Directory LAN environments, enterprise network technologies like DHCP, DNS, GPO. Network and Server operating system work upon request as needed.
◦5-8 or more years in IT technical support role

•Bachelor's degree in Computer Science, Information Systems or Engineering preferred
•Experience with Service-Now a big plus
•Understanding of ITIL processes preferred & v3 certifications a major plus
•Ability to manage multiple priorities and demands on a daily basis
•Must be able to work with users at all levels of skills and abilities
•Excellent communication (both written and verbal), interpersonal and analytical skills required
•Dell and Microsoft Certifications a plus
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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.