Provide expert level support for internal Kronos employees with a high degree of customer satisfaction, technical knowledge and timeliness
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! Whether you're playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, 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.
Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries - including more than half the Fortune 1000 - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications. Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.
Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.
Kronos is an Equal Opportunity Employer.
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.
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 of infrastructure architecture, methodologies and processes.
◦Practical hands on support of all current Microsoft Windows 7, 8, 8.1, 10
◦All Office versions VPN and remote access clients, RDP protocols, thin clients, Active Sync, All modern browsers, McAfee, SMS/SCCM and MOM/SCOM.
◦Broad range of network and desktop knowledge including experience in:
◦Desktop: Windows 7, 8.1 and 10 Macintosh OSX,
◦Microsoft Office 2010-2016, Office 365
◦McAfee anti-virus/encryption or similar competency with enterprise security tools
◦Enterprise back up 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
◦Protocols: TCP/IP, Ethernet
◦Technologies: Microsoft, Active Directory. McAfee, Big Fix, Citrix, SCCM, 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
◦5-8 or more years in IT technical support role
Bachelor's degree in Computer Science, Information Systems 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
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.
A little about us:
At Kronos, we believe great businesses are powered by great people.