End User Services (EUS) Specialist

End User Services (EUS) Specialist

Associate III - Cloud Infrastructure Services

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands-on IT support to employees across the organization. This role involves managing the full lifecycle of end-user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross-functional IT teams to ensure technology runs smoothly and users remain productive. The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.

The Opportunity:

* End User Support & Hardware Lifecycle

* Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.

* Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.

* Maintain accurate asset inventory and compliance with hardware and software standards.

* Provide high-touch support to VIP users and operate on-site Tech Bars for walk-in IT support.

* Incident, Service & Problem Management

* Respond to and resolve incidents, service requests, and access-related issues within SLA.

* Lead or support the resolution of critical (P1/P0) incidents and participate in root cause analysis and Problem Management processes.

* Collaborate with cross-functional teams on issue resolution, escalation, and documentation.

* Software & Technology Integration

* Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS.

* Coordinate remediation for vulnerable software or misconfigured devices.

* Support network, infrastructure, and telecom services in coordination with respective teams.

* Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.

* Automation & CSI (Continual Service Improvement)

* Identify repetitive tasks and contribute to automation solutions to streamline support operations.

* Drive continuous improvement through service analysis, user feedback, and adoption of modern tools.

* Ensure proactive risk identification and mitigation as part of Operational Risk Management.

* Service Management & Reporting

* Maintain and update the Knowledgebase (KB) and standard operating procedures (SOPs).

* Analyze Customer Satisfaction (CSAT) feedback and lead action planning for service enhancement.

* Participate in Capacity Management, asset utilization tracking, and operational audits.

* Generate and present regular Service Reports on performance, issues, and trends.

* User Lifecycle & Access Support

* Handle onboarding/offboarding IT tasks including account provisioning and building access requests.

* Support compliance with identity management, security policies, and user provisioning guidelines.

* Proactive User Engagement

* Conduct regular floor walks to offer in-person support and gather feedback.

* Operate Tech Bar/Walk-in Centers to provide real-time support and improve user satisfaction.

* Promote IT awareness and digital adoption among end users.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need:

* Bachelor's degree in information technology, Computer Science, or related field.

* 3-5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.

* Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.

* Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.

* Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).

* Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.

* Basic understanding of networking, infrastructure, and telecom concepts.

* Strong interpersonal and communication skills with a focus on user experience.

* Preferred Certifications:

o ITIL Foundation

o Microsoft Certified: Modern Desktop Administrator Associate

o CompTIA A+ / Network+

o Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: New York

Compensation Range: $56,000-$84,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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It Support,Servicenow,End User Support