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:

• 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.