What are the responsibilities and job description for the Kronos Help Desk Support Technician position at DMI (Digital Management, Inc.)?
| Job ID | 2025-27811 | Category | Helpdesk | Location | US-Remote |
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
DMI, LLC is seeking a Kronos Help Desk Support Technician Tier 2 to join us.
Duties and Responsibilities:
- Diagnose, troubleshoot, document, and resolve issues while providing exceptional customer service.
- Work as an integral member of the UKG / Kronos Help Desk Support Tier 2 Team by providing technical support of assigned cases, addressing inbound / outbound calls, e-mails, and internal support tickets.
- Develop and maintain proficient level of knowledge in UKG / Kronos Workforce Central Timekeeper, UKG Pro Workforce Management, Time and Attendance, and TeleStaff products.
- Manage UKG / Kronos service desk calls, response times, conduct analysis, document issues, clearly instruct and guide end users toward resolution with a focus on customer service and satisfaction.
- Document all interactions with accounts, create trail for others to follow, and contribute to management meetings as appropriate.
- Serve as UKG / Kronos configuration system expert; technically and concisely troubleshoot the Timekeeping application features namely Pay Policy, Accrual Policy, Pay Codes, and Work Rules based on the requirements in compliance with labor laws and business policies as required.
Education and Years of Experience:
- A minimum of a bachelor's degree or relevant experience
- 3 - 5 years of Help Desk Support experience
Additional Requirements:
- Experience working with Kronos Workforce Central Suite and UKG Pro Workforce Management Time and Attendance systems.
- Exceptional organizational, time-management, and planning skills with a strong attention to detail necessary.
- Strong UKG Pro Workforce Management and Kronos Workforce Central Suite product knowledge and configuration expertise with focus on Pay Policy, Accrual Policy, Access Profiles, Advanced Scheduling, and Device Manager.
- Excellent written, oral communication, and interpersonal skills.
- UKG / Kronos TeleStaff product support knowledge.
- Ability to work independently with limited supervision.
- Previous Help Desk Support Tier 2 experience is essential.
- Ability to work First or Second shift as needed.
Min Citizenship Status Required: H1B
Physical Requirements: No Physical requirement needed for this position.
Location: Remote, US
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
- Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
- Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
- Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
- Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.
