Job Description

L1 Service Desk Agent

Associate I - 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 over 29,000+ practical problem solvers and creative thinkers in over 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:

UST is looking for a highly energetic and collaborative Helpdesk representative with experience supporting users' work tools. The ideal candidate should possess excellent communication skills and an intimate knowledge of supporting Windows applications. Candidate should also be familiar with remote support and Active Directory.

The Opportunity:

• Engage clients as the first point of contact for the Infrastructure Department
• Exercise strong written & oral communication skills to identify customer needs
• Drive solutions on a wide variety of technical issues
• Collaborate with a diverse team of Infrastructure Experts
• Partner with an onsite Deskside Teams to provide users with immediate and extended support
• Mentor colleagues on improved troubleshooting techniques and solutions
• Phone, Email & Chat Support
• Service-Now Queue Management
• First Point of Contract for Infrastructure-Related Requests/Issues
• Password Support
• Escalation Point for Out-Of-Scope services

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:

• 1+ Years of IT Support
• 1+ Years of Customer Service
• Strong Communication Skills
• Team Player and Collaborator
• ITIL Fundamentals
• Proactive In Pursuing Solutions
• Critical Thinker that challenges assumptions and seeks new ideas
• Azure Active Directory
• Service Now
• Windows OS Functions
• Okta / Citrix / F5 VPN / Bomgar
• General Hardware (Windows PC/Laptop, Printer, Android Tablet)
• Overall Experience Level: 2+ years in Customer Support and IT

What we believe:

We're proud to embrace the same values that have shaped UST since the beginning. Since day one, we've been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion and to place people at the center of everything we do.

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, or status as a protected veteran.

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