What are the responsibilities and job description for the Service Desk Technician position at USGA?
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:
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.
What you'll do:
Job Location: Liberty Corner, NJ
Salary Range: $52,000 - $65,000
The annual base salary range for this position is $52,000 - $65,000. This range represents what we reasonably expect to pay as starting base compensation for this role. Compensation is based on several factors that are unique to each candidate, including skill set, depth of experience, and relevant certifications. In addition to your base compensation, the USGA provides competitive benefit offerings for all full-time employees.
What the USGA brings:
About this role:
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.
What you'll do:
- 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.
- This role will be based at our Liberty Corner, NJ campus on a hybrid schedule. Employees are expected to spend 3 days per week working in the office, between Monday - Thursday.
- 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
- Experience with Microsoft Azure and Sharepoint is a plus
- Must possess excellent customer service, communication and interpersonal skills
- Ability to multitask, managing time and priorities effectively and efficiently
- 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
Job Location: Liberty Corner, NJ
Salary Range: $52,000 - $65,000
The annual base salary range for this position is $52,000 - $65,000. This range represents what we reasonably expect to pay as starting base compensation for this role. Compensation is based on several factors that are unique to each candidate, including skill set, depth of experience, and relevant certifications. In addition to your base compensation, the USGA provides competitive benefit offerings for all full-time employees.
What the USGA brings:
- 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
- Learn more about our benefits and culture here
Salary : $52,000 - $65,000