Service Desk Support Specialist
6 days ago
We are seeking a highly skilled Service Desk Technician to join our team at the USGA. As a Service Desk Technician, you will be responsible for providing technical support across the organization, answering questions, troubleshooting issues, and resolving problems related to our products and services.
Key Responsibilities- Serve as an initial point of contact for daily technical support issues by answering help desk tickets, emails, phone calls, and walk-ups.
- Provide technical support for incoming requests and issues related to systems, software, cyber security, and hardware.
- Troubleshoot and resolve issues related to end-user laptops, endpoint security, servers, basic networking hardware, printers, building automation systems, end-user software, authentication, audio/visual technology, and conference room hardware.
- Log actions against requests in the ticketing system, follow up with requestors to ensure that their issue has been resolved.
- Support at least 30% of the technical support inquiries.
- Perform onboarding and offboarding of staff members by provisioning new user accounts, configuring and deploying new hardware, and providing basic training.
- Provision and maintain basic networks, data center technology, and software.
- Proactively and reactively maintain and aid with audio visual technology in conference rooms and organizational events.
- Utilize the asset management system to maintain hardware and software inventories.
- Create and maintain end-user help guides and technical runbooks within our knowledge base.
- Troubleshoot network-related issues, including routers, switches, wireless and internet connectivity, LAN, and high-speed.
- Work with network staff on these issues as needed.
- Provide on-call support as part of the on-call rotation as needed for high-priority tickets during nights and weekends.
- Bachelor's degree in computer science, information technology, or a related field.
- 1-3 years of experience providing technical service desk support.
- Strong understanding of Windows OS and MacOS, Microsoft 365, Teams, and Active Directory.
- Experienced with Microsoft Azure and Sharepoint is a plus.
- Excellent customer service, communication, and interpersonal skills.
- Ability to manage time, multitask, and prioritize.
- Professional certifications from entities such as HDI, CompTIA, or Microsoft are a plus but not required.
- Comprehensive medical, dental, and vision benefits, including a zero-cost medical plan offered for all full-time employees.
- Retirement plans, with a generous annual contribution from the USGA.
- Suite of programs to promote physical, emotional, and financial well-being.
- Generous bank of paid time off, plus the week between Christmas and New Year's Day off.
- Off-site team-building events.
- On-site gym and golf simulator.
- Professional development opportunities.
The USGA is an equal opportunity employer. Our organization believes we are stronger by embracing our diverse backgrounds and perspectives, promoting equity so all teammates can excel and grow in their careers, and fostering experiences to drive inclusion in our workplace and game. Golf is a game for everyone, and you are always welcome.
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