Role description

Deskside Support Engineer

Lead I - Cloud Infrastructure Services

UST is searching for a Deskside Support Engineer who will provide onsite deskside support for hardware, software, applications, installations, and mobile devices.

The opportunity:
• Act as the face of IT for the client and deliver a personalized experience to end users
• Offer end user facing expertise in supporting hardware and software issues on end user computer systems (MAC 70% / PC 30%)
• Support desktops, laptops, printers, and mobile applications
• Install, configure, and troubleshoot desktops (MAC and PC), laptops, printers, and mobile applications
• Respond to end user product-related questions for all supported hardware, software, and applications
• Maintain and exceed established service levels
• Analyze problems to identify root causes and provide corrective actions
• Recommend solutions for client application and account-related issues
• Create and manage tickets in ServiceNow ticketing tool
• Partner with client management and vendors daily to build quality end user experience
• Build and maintain a positive culture at client locations through excellent customer service

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:
• 3+ years in a customer-facing deskside support / end user computing role
• Bachelor's Degree in Management Information Systems (MIS), Information Technology (IT), or equivalent professional experience
• Hands-on experience with MAC, Microsoft Operating Systems, and Microsoft Office applications
• Proven problem-solving abilities in a support-oriented environment
• Experience working with ServiceNow ticketing tool
• Required Skills & Competencies:
• Advanced knowledge and training in configuration, installation, and troubleshooting of desktops (MAC and PC), laptops, printers, and mobile applications
• Excellent communication skills, positive attitude, and engaging demeanor with end users
• Exceptional soft skills and troubleshooting abilities
• Ability to multi-task and handle constantly changing priorities
• Strong team player with good communication and collaborative skills
• Self-directed work style with ability to manage individual tasks requiring cross-departmental communication
• Flexibility to work various shifts, including weekends if needed
• Willingness to learn new skills and work outside comfort zone
• Preferred Certifications & Knowledge:
• CompTIA A+ Certification
• CompTIA Network+ Certification
• Basic knowledge of networking concepts
• Airwatch experience
• SCCM (System Center Configuration Manager) experience
• Cisco routers and switches knowledge
• Ability to maintain all necessary certifications for specific computer networks, hardware, software, and applications supported

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: Remote - US

Compensation Range: $65,000-$98,000

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.

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