Helpdesk Analyst

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Associate II - Cloud Infrastructure Services

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.

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We are seeking a customer-focused Helpdesk Analyst with strong verbal communication skills and a passion for solving technical issues.

• Provide Level 1 technical support via voice and non-voice channels.
• Assist external members with website-related issues including account registration, login, password resets, and navigation.
• Troubleshoot browser issues (e.g., clearing cache and cookies) and mobile app functionality.
• Use helpdesk management tools to track, resolve, and elevate incidents as needed.
• Deliver support with empathy and professionalism, ensuring a positive user experience.
• Document issues and resolutions accurately using MS Office Suite.
• Support operations during scheduled work hours (between 8 AM – 8 PM EST), with a 9-hour shift including a 1-hour break.

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

• 8+ years of experience.
• Strong verbal communication and active listening skills.
• Proficiency in MS Office Suite.
• Experience with helpdesk management systems.
• Basic technical troubleshooting skills for browsers and mobile apps.
• Prior helpdesk or customer support experience.
• Ability to work independently and manage multiple support requests.
• Familiarity with website and mobile app user experience.
• Strong documentation and organizational skills.
• Flexibility to adapt to changing schedules and remote work requirements.

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

Compensation Range: $48,000-$72,000

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 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…