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Ultimate Software SERVICE DESK ANALYST I in Ft. Lauderdale, Florida


Provide internal technical support for our Peeps through phone, chat, or other channels to quickly and efficiently resolve incidents and requests. Assist with Ticket Queue Management and Access Management Tasks.

Primary/Essential Duties and Key Responsibilities:

  • Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels

  • Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant, professional and timely manner

  • Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents and requests

  • Create or update knowledge articles as needed

  • 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

  • Support other IT groups as needed

  • Generate/Create ad-hoc incident ticket reports as needed

Required Qualifications:

Knowledge, Skills and Abilities

  • Customer Service skills

  • Empathy

  • Strong analytical skills

  • Technical Troubleshooting

  • Teamwork

  • Good communications skills

  • Technical proficiency with the Windows and Mac Operating Systems

  • Must speak and write English fluently

  • Exemplary attendance and punctuality

(Experience, Education, Certification, License and Training)

  • Associate degree

Preferred Qualifications:

  • Previous call center or tech bar experience

  • Basic networking skills

  • Experience with ServiceNow

  • ITIL Foundations

Physical Requirements:

  • Able to lift up to 30 lbs

Travel Requirements:

  • Minimal – 5% per year

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

It has come to our attention that some people have been contacted online by persons impersonating job recruiters for Ultimate Software. These fraudulent “recruiters” have used Gmail accounts to contact, and have requested personal information, such as depositing a check to purchase work-related supplies. These are not legitimate recruiters or job offers, and do not represent Ultimate Software. To safely apply for and view open positions at Ultimate Software, please click “Apply" and follow the instructions. Note that our recruiter emails always come from an official email address.

If you suspect you have been the victim of this or a related fraud, immediately contact your financial institution, and then file a complaint with the FBI’s Internet Crime Complaint Center at If you shared other personal or sensitive information, you may need to take additional actions relative to what was shared. Your local law enforcement department may also be able to assist. For any general security related questions regarding Ultimate, feel free to email

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.