Service Desk Technician

United States Golf Association (USGA)-posted about 1 month ago

$52,000 - $65,000/Yr

Full-time • Entry Level

Hybrid • Bernards, NJ

251-500 employees

Amusement, Gambling, and Recreation Industries

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We are seeking a proactive, customer-focused Service Desk Analyst to join our IT team. In this role, you will serve as a first point of contact for daily support needs, providing timely assistance to staff across a wide range of systems, hardware, software, and network technologies. The Service Desk Analyst will also assist with on-site technical support at USGA Championship events, ensuring a seamless technology experience for end users.

Serve as 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, but not limited to: End user laptops Endpoint security Servers Basic networking hardware Printers Building automation systems End user software Authentication Audio/visual technology Conference room hardware
Log actions against requests in the ticketing system, follow up with requestor to ensure that their issue has been resolved.
Support at least 30% of Technical Support inquiries.
Perform onboarding and offboarding of Staff members by provisioning new user accounts, configuring and deploying new hardware, 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 Knowledgebase.
Troubleshoot network related issues including routers, switches, wireless & 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 equivalent combination of experience and training
2+ years experience in providing technical service desk support
Strong understanding of Windows OS and Mac OS, Microsoft 365, Teams and Active Directory
Must possess excellent customer service, communication and interpersonal skills
Ability to multitask, managing time and priorities effectively and efficiently

Experience with Microsoft Azure and Sharepoint is a plus
Professional certifications from entities including HDI (Desktop Support Center Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) are a plus

Comprehensive medical, dental, and vision benefits, including a zero-contribution 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 Years Day off
Off-site team building events
On-site gym and golf simulator
Professional development opportunities

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