End User Services; EUS Specialist

Associate III - Cloud Infrastructure Services

End User Services (EUS) Specialist

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.

• 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.

• 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 Service Now, 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:
  
  ITIL Foundation;
  Microsoft Certified:
  Modern Desktop Administrator Associate;
  CompTIA A+ / Network+; any Automation/Scripting certifications (Power Shell, Python, etc.) is a plus.

New York

$56,000 - $84,000

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) and 10 paid holidays. Employees are eligible for paid bereavement leave, jury duty and the Company’s 401(k) retirement plan with employer matching. Medical, dental, and vision insurance are available, along with basic life insurance, accidental death and disability insurance, short‑term and long‑term disability benefits, and optional Health Savings Account and Flexible Spending Account for healthcare, childcare, and commuting expenses.

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 consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.