Service Desk Technician Ii

Why Work Here?

Our mission to achieve universal service addresses America’s current critical needs to build out broadband capabilities for telehealth, online learning, and keeping families connected. Join us and help USAC accomplish our mission to bridge the digital divide. Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Additional information on USF programs can be found at: https://www.usac.org/about/

Benefits

USAC supports our employees well beyond their salary with a system of benefits that rivals the top organizations in the country. Simply put: if you are committed to improving the lives of others, we are committed to improving yours. USAC provides low-premium, top-of-the-line medical, dental, and vision insurance in addition to disability and life coverage. Generous 401k contribution, Federal and floating holidays, paid sick leave and vacation time that increases every year. Regular telework schedule and opportunities to take professional development courses and training.

A Multicultural Team

We have actively built an organization that doesn’t just celebrate our diversity; we depend on it. The challenges of achieving universal service require creative and unique perspectives. Our accepting and inclusive community will challenge you to grow and learn from others while always recognizing the value of your contribution.

USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused

As USAC continues to support universal service impacting health care providers, educators, and consumers, it is critical now more than ever that we hire people equally passionate and committed to helping fulfill our mission. We are currently seeking an experienced, dynamic and collaborative professional to serve as a Service Desk Technician II to join our IT team. Reporting to the Manager of System Operations you will:

• Provide assistance to end users and remote users at USAC, track issues to resolution, document solutions, and escalate to other technicians as needed.
• Provide advanced phone/email/walkup support to internal and external users.
• Assist users in connecting to the network remotely.
• Conduct IT training and orientation for new hires.
• Create Active Directory accounts for new users and contractors.
• Troubleshoot advanced network issues.
• Develop procedures regarding desktop support.
• Review Service Desk level 1 escalations for compliance prior to escalation.
• Support desktop software applications.
• Perform laptop and desktop installations.
• Grant permissions to internally created applications.
• Other duties, as assigned.

About You

• Bachelor’s degree and/or relevant technical training and certifications
• Three (3) to Four (4) years of directly related experience.
• Advanced computer expertise.
• Knowledge of the Microsoft Office Application Suite.
• Experience installing Windows and building/repairing PCs.
• Experience with customer service, end user support, networking technologies, ticketing systems, remove PC management, and audio-visual systems is desired.

USAC is committed to providing a safe and healthy workplace for all employees. All offers of employment with USAC are conditioned on completing and passing a background and reference check. USAC is an Equal Opportunity Employer. No agencies please.