• Service Desk Technician II

    Posted Date 2 weeks ago(7/6/2018 11:14 AM)
    # of Openings
  • Overview

    We are currently seeking an experienced, dynamic and collaborative professional to serve as a Service Desk Technician within our Information Technology team.  Reporting to the Supervisor of IT Service Desk you will:

    • provide level 1 technical assistance to end-users, as well as remote users, track issues in order to rectify user issues, document solutions or escalate to other technicians as needed.

    This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.


    Working in a creative and fast-paced environment, the Service Desk Technician II will provide advanced phone/email/walkup support to internal and external users.  Among others, your responsibilities will include the following:

    • 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 advance network issues.
    • Help develop procedures regarding desktop support.
    • Review Service Desk level 1 escalations for compliance prior to escalation.
    • Install and support desktop software applications.
    • Preform laptop and desktop installations.
    • Grant permissions to internally created applications.
    • Other specific duties as assigned.

    About You


    The successful candidate will excel at operating in a diverse and fluid environment, and will be crucial for the success of the Information Technology Division.

    • You have a Bachelor’s Degree from an accredited university or equivalent experience.
    • You have 3-4 years of experience of advanced computer expertise.
    • You have 3-4 years of Microsoft Office Application Suite.
    • You have experience with Microsoft Windows 7/8.
    • You have OSX\iOS\Android Experience.
    • You have advanced computer skills and application software understanding.
    • You have the ability to use ticketing system, Ghost and remote tools.
    • You can prepare and deliver information in a concise and professionally written format.
    • You can prepare and present information to staff in a formal and informal setting.
    • You can work on a team.
    • You can develop and/or create new more effective procedures or approaches to Service Desk issues.
    • You can analyze and develop solutions to problems.
    • You can provide quality and detail oriented technical support.
    • You can provide timely and high quality customer service and support to end users.
    • You have excellent interpersonal and communication skills.

    The following skills are desired:

    • You have customer service experience.
    • You have experience installing Windows and Building/Repairing PC’s.
    • You can image PC’s and preparing them for end users on a Windows domain.
    • You have 3-4 years of experience with end user support.
    • You have 1-2 years of experience networking technologies.
    • You have 1-2 years of experience with ticketing systems
    • You have 1-2 years of experience with remote PC management.
    • You have 1-2 years of experience with Audio Visual Systems support.

    About USAC

    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. Specifically, the USF programs provide funding for the expansion of telecommunications and broadband access to rural communities and health care facilities, schools and libraries across the country, and low income households. Through program administration, auditing, and outreach, USAC works with contributors, service providers, and program beneficiaries to achieve the program goals articulated by the FCC for each of these programs.


    The FCC has reformed the USF to support further investment in and access to evolving broadband infrastructure, making the programs a primary vehicle to support this critical national priority. USAC, as the administrator of the USF, plays a critical role in supporting the ambitious vision to ensure that all citizens in the United States have access to high-speed broadband. The organization has approximately 500 employees with an operating budget of more than $200 million. USAC works in close partnership with the FCC and other federal and state partners to support the achievement of the USF program goals.


    USAC administers the USF programs—High Cost, Lifeline, Rural Health Care, and Schools and Libraries. USAC strives to provide efficient, responsible stewardship of the programs, a key national asset in making important telecommunications and Internet services available to consumers, health care providers, schools, and libraries throughout the United States. The program divisions are supported by additional USAC personnel in Finance, General Counsel, Information Systems, Internal Audit, the Enterprise Program Management Office and Human Resources. Consistent with FCC rules, USAC does not make policy for or interpret unclear provisions of statutes or the FCC’s rules.


    Universal service is paid for by contributions from telecommunications carriers, including wireline and wireless companies, and interconnected Voice over Internet Protocol providers, including cable companies that provide voice service, based on an assessment of their interstate and international end- user revenues. These contributions are most typically passed through to consumers through a universal service fee line item on their telephone bills.


    Additional information on USF programs can be found at: http://www.usac.org/about/about/who-we- are/default.aspx


    USAC offers a comprehensive benefits package, ongoing professional development opportunities, including vacation and sick leave.


    USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.


    To apply, please submit a cover letter and resume, click the “Apply For This Job Online” button.


    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.



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