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The USGA is a mission-based golf organization whose purpose is to unify the golf community through handicapping and grassroots programs; to showcase the game's best talent through the U.S. Open, U.S. Women's Open and 13 other national championships and our museum; to provide unbiased global governance with The R&A through the playing, equipment and Amateur Status rules; and to advance issues important to golf's future, with a focus on driving sustainability, accessibility and inclusion. As a nonprofit association, our work and our team are driven to act for the good of the game. The USGA's headquarters are located in Liberty Corner, NJ, with a recently opened campus in Pinehurst, NC. For more, visit usga.org. About this role: The Service Desk Technician will provide technical support across the USGA. You will be responsible for answering questions, troubleshooting issues, and resolving problems related to our products and services. You will also perform routine maintenance tasks, install and configure new software and hardware, and monitor the performance of our IT infrastructure. You will work closely other members of our IT Service Desk team in both New Jersey and North Carolina in monitoring, analyzing, and responding to IT tickets, and security events and incidents on our network and systems. We're looking for a Service Desk Technician with excellent communication skills, a customer-oriented attitude, and a passion for technology. What you'll do:

• 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, 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 the 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 a part of the on-call rotation as needed for high priority tickets during nights and weekends.

Where you'll be:

• This role will be based at our Liberty Corner, NJ campus on a hybrid schedule. The Service Desk Technician can expect to work in the office 5 days per week during the first few months of training. Once the Service Desk Technician has completed training, they are expected to spend 3 days per week working in the office. Additionally, the Service Desk Technician will be a part of the on-call rotation as needed for high priority tickets during nights and weekends.

What you bring:

• Bachelors Degree in Computer Science, Information Technology or related field
• 2+ years of experience providing technical service desk support
• Must have a strong understanding of Windows OS and MacOS, Microsoft 365, Teams and Active Directory
• Experienced with the Microsoft Azure and Sharepoint is a plus
• Must possess excellent customer service, communication and interpersonal skills
• Must be able to manage time, multitask and priorities
• Professional certifications from entities such as HDI (Desktop Support Center Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) a plus but not required

What the USGA brings:

• 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 Years 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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