Desktop End User Support Specialist

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.

Qualifications & Skills:

• 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.

Work Environment:

• Onsite / Partial Travel – depending on business requirements
• May include shift rotation or on-call support.

Key Responsibilities:

End User Support & Hardware Lifecycle

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

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.

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.

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.

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, its 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.

Information :

• Company : UST
• Position : Desktop End User Support Specialist
• Location : Tokyo
• Country : JP