IT Service Desk Intern

USAC’s target compensation rate for a new hire into this position is $19.00 USD per hour. All intern positions are eligible for USAC Commuter Benefits, training opportunities, and free access to an on-site gym facility.
 
 

Why Intern 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/ 

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. 

USAC administers the $10 billion Universal Service Fund, which the FCC created to address serious gaps in needed coverage. 

We deliver funds through four programs (Schools & Libraries, Lifeline, Rural Healthcare and High Cost), to people and places who need it most – rural, hard-to-reach communities, low income households and schools and libraries who need access to facilitate learning. We are passionate about our universal service mission, and we are in the midst of transforming our organization to better support its realization.

If you are interested in working in a creative and fast-paced environment, our USAC  Internship program may be of interest to you.  We are looking for people who are self-starters, enjoys collaborating with teammates, yet able to work independently to get the job done.   

The USAC Service Desk Intern is a temporary position selected to work within the IT Division of USAC for a defined period. The intern accepts designated, business-focused assignments to perform and propose ideas and solutions to present to their manager. The USAC Service Desk Intern is responsible for providing first line of technical support to USAC employees, assisting them with hardware and software problems via phone, chat, email, or in person.

The Intern will participate in USAC sponsored activities, training opportunities and networking events. 

Your Role

• Provide entry- to intermediate-level service desk support, under the supervision of professional staff as appropriate on the day-to-day operating objectives.
• Plan and carry out activities and assignments under the guidance, training, and mentoring from professional personnel. 
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by the customer and walk them through how to resolve the issue.
• Escalate unresolved issues to the next level Service Desk support employee.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Performs miscellaneous job-related duties as assigned.

About You

• High School Graduate with no preferred certifications
• Current student in a computer training program in a technical, vocational, or trade school
• Proven problem-solving skills and ability to work independently and with a team to meet deadlines.
• Strong written and verbal communication skills and the ability to interact professionally with a diverse group of employees.
• Strong customer service orientation and the ability to work in a dynamic, team-oriented environment.
• Ability to participate within a multi-disciplinary team as well as acting autonomously as appropriate. 
• Ability to operate with a sense of urgency for task completion.

Eligibility

• You must be at least 18 years old to apply.
• You must be a rising junior or senior student attending an accredited college or university, or a first-year post-graduate within the first year of your program. Nontraditional students may apply. 
• Students must maintain a GPA of 3.0 or higher to remain eligible for the program. 
• Interns must work for a minimum of 16 hours per week (and no more than 19 hours a week) in the USAC office in Washington, DC. 
• Sponsorship for the USAC Career Path internship program is not available for foreign nationals. 

USAC is committed to providing a safe and healthy workplace for all employees.  All offers of employment and internships with USAC are conditioned on completing and passing a background and reference check.  USAC is an Equal Opportunity Employer.