Overview:The Service Desk Technician II will provide assistance to end users and remote users at USAC, track issues to resolution, document solutions, and escalate to other technicians as needed. The individual in this role will apply proven communication, analytical, and problem-solving skills to help maximize the support provided to end users at USAC.ESSENTIAL DUTIES AND RESPONSIBILITIES• 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.nhb
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