Digital Workplace End User Support

*About ETS:*
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

*About ETS
Empowering people through seamless technology experiences*
At ETS, we advance the science of measurement to power human progress. Our mission drives us to create tools and services that help learners, educators, and institutions thrive. We believe technology should support—not complicate—the journey. That's where you come in.

The Role
We're looking for a compassionate and tech-savvy professional to join our Digital Workplace team. As an End User Support Specialist, you'll be the first line of help for colleagues navigating software, hardware, and collaboration tools. You'll solve problems, share knowledge, and make technology feel effortless.

This role blends technical expertise with human connection. You'll work across teams to deliver responsive support, improve service processes, and ensure every user feels heard, helped, and empowered.

*What You'll Do*

• Diagnose and resolve technical issues across devices, apps, and platforms
• Respond quickly to escalated incidents with care and precision
• Collaborate with IT teams and service providers to meet performance goals
• Recommend improvements to enhance service desk operations
• Train users and peers on systems and tools
• Document solutions and create clear, helpful knowledge base articles
• Analyze incidents to identify patterns and root causes
• Monitor shared inboxes and respond to user queries
• Present updates on service requests and incident trends
• Ensure compliance with security policies and ethical standards

*What You Bring*

• Strong knowledge of Windows/macOS platforms and device management
• Hands-on experience with Microsoft Intune and JAMF Pro
• Familiarity with Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Ability to support a wide range of IT issues—from infrastructure to security
• Analytical mindset with a knack for spotting trends and solving problems
• Excellent communication skills and a collaborative spirit
• Experience with service management tools and ITIL frameworks
• Focus on user experience and service excellence
• Self-motivated, curious, and eager to learn and share knowledge

*Education & Experience*

• Bachelor's degree in Computer Science, IT, Engineering, or related field—or equivalent experience
• 4+ years supporting digital workplace tools in mid-to-large organizations
• Proven ability to manage users across diverse locations
• Experience adapting to evolving service environments and operational changes

Why ETS
We're a mission-driven organization that values innovation, inclusion, and impact. At ETS, your work helps people reach their full potential—and we support you in reaching yours. Join us to build a better digital workplace and a brighter future.

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.