IT Support Technician II – Windows, macOS & Microsoft 365

About the role

UKG is looking for an IT Support Technician II to deliver technical assistance to employees across multiple channels – phone, chat, remote tools and onsite visits. You will diagnose and resolve hardware, software, mobile‑device, business‑application and connectivity issues while keeping users informed throughout the process.

Key responsibilities

• Provide first‑line support via phone, chat, remote sessions and onsite visits.
• Manage incident and request queues, document actions and follow‑up with users.
• Support Windows and macOS devices, Microsoft 365 and other business applications.
• Use Active Directory for account management, group policies, imaging and patching.
• Install, configure, test, deploy and troubleshoot laptops, desktops, monitors, printers and scanners.
• Perform desktop imaging and device deployment for new hires and hardware refreshes.
• Maintain accurate inventory of IT assets and support conference‑room AV equipment.
• Assist with local network troubleshooting, including wireless, cabling and switches.
• Coordinate with global IT teams for endpoint patching, security compliance and device‑management.
• Follow backup and recovery procedures and create operational reports.

Required profile

• Proven experience delivering end‑user technical support.
• Strong communication skills and ability to keep users informed.
• Detail‑oriented documentation and ticketing proficiency.
• Ability to work collaboratively with IT teams, vendors and senior technical staff.

Required skills

• Windows operating system support
• macOS device support
• Microsoft 365 applications
• Active Directory and group policy management
• Desktop imaging and device deployment
• Hardware troubleshooting (laptops, desktops, printers, scanners)
• Inventory management of IT assets
• Conference‑room AV and video‑conferencing technology
• Local network troubleshooting (wireless, cabling, switches)
• Endpoint patching and security compliance
• Backup and recovery procedures