IT Generalist

USA Lacrosse•Sparks, MD

4d•$60,000 - $70,000•Hybrid

About The Position

USA Lacrosse is seeking an early-career IT Generalist to provide hands-on, day-to-day technology support across the organization. Reporting to IT management, this role supports employees with technology issues, performs basic user management and platform administration across systems such as Salesforce and Microsoft 365, and coordinates with outside Tier 2 support and cybersecurity partners. The position does not set technology strategy or make final spending decisions; it helps inform management by gathering information from users and supporting implementation of plans. The role also supports the application development and CRM team as needed. The position is hybrid, based at USA Lacrosse headquarters in Sparks, Maryland, with work in the office three days per week and the flexibility to work from home two days per week. The usual schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with occasional longer hours or weekend work for events and other business needs. Travel may be required up to 5% of the time, including occasional out-of-area or overnight travel. The base pay range is $60,000 to $70,000, commensurate with experience, with the opportunity for annual incentive pay. USA Lacrosse offers a benefits package that includes medical, dental, and vision insurance; company-paid life and AD&D insurance; company-paid long-term disability after one year; a 403(b) plan with a 4% employer contribution after one year; PTO, paid holidays, bereavement and jury duty leave, parental and maternity leave; voluntary insurance options including pet insurance; merchandise discounts; a free onsite gym; and free parking.

Requirements

One to three years of experience in IT support, help desk, or a related role, or an equivalent combination of education, certifications, and hands-on experience.
Working knowledge of Windows and macOS environments and Microsoft 365, including user and license administration.
Basic understanding of networking and cybersecurity fundamentals.
Basic understanding and experience with artificial intelligence and machine learning to support end users and help ensure security protocols are followed.
Strong written, verbal, and interpersonal communication skills, customer-service orientation, patience, and ability to explain technical concepts to non-technical users.
Strong organizational skills, including the ability to manage multiple requests, prioritize effectively, and maintain accurate records and documentation.
Comfort working with vendors and support partners, clearly describing issues and following them through to resolution.
Ability to work independently and collaboratively, with a hands-on approach and self-management skills for a hybrid environment.
Demonstrated adherence to high ethical standards and commitment to ongoing professional growth and development.
Ability to use discretion when handling sensitive and confidential matters and information.
Professional demeanor and ability to build relationships, credibility, and trust.
Ability to work a flexible schedule, including nights and weekends, and travel based on event needs; overnight travel may be required.
Willingness to learn about lacrosse and support its development and growth, with diversity, equity, and inclusion as a focus.
Ability to align with USA Lacrosse’s mission, vision, and values and support organizational initiatives and goals.

Nice To Haves

Experience in a nonprofit environment.
Entra ID/Azure AD experience.
Exposure to Salesforce or a comparable CRM or database application.
Salesforce administrator experience or training.
CompTIA A+, Network+, Security+, or Microsoft 365 certifications.

Responsibilities

Provide first-line support for employee technology issues involving hardware, software, Windows, macOS, Microsoft 365, and network connectivity.
Log, track, and resolve help desk tickets, provide customer service, and keep users informed about request status.
Escalate issues to Tier 2 support partners with clear documentation, coordinate access, and follow up through resolution.
Set up, configure, and maintain computers, peripherals, and related equipment, including onboarding setup and training and offboarding support.
Maintain hardware and software asset inventories, track equipment returns and exchanges, and coordinate upgrades, repairs, and replacements.
Assist with business continuity and disaster recovery activities under IT management and outside partners’ direction.
Perform basic account management across Microsoft 365, Salesforce, and other platforms, including account creation and deactivation, password resets, license management, and role and permission assignment.
Handle routine platform configuration and administration, including settings, groups, distribution lists, and other changes within established guidelines.
Monitor system health, perform routine maintenance, and flag trends or recurring issues to IT management and support partners.
Support the application development and CRM team with tasks such as data cleanup, data migration, and reporting.
Create and maintain standard operating procedures, knowledge base articles, and user guides.
Collaborate with internal teams on IT projects, including testing, rollout, user communications, training, and troubleshooting.
Work with cybersecurity partners on security best practices, including multifactor authentication, access reviews, patching, and security awareness; monitor and report potential security issues.
Follow established access-control processes for granting, reviewing, and removing user access.
Assist IT management with annual IT budget development and tracking, including gathering vendor quotes, tracking subscriptions and renewals, and monitoring spending.
Gather user feedback, research technology options, and share observations and recommendations with IT management.
Provide training and guidance to employees on available technology resources.

Benefits

Medical insurance
Dental insurance
Vision insurance
Company-paid life and AD&D insurance
Company-paid long-term disability after one year of employment
403(b) retirement plan with a 4% employer contribution after one year of employment
Generous PTO
Company-paid holidays
Bereavement leave
Jury duty leave
Parental and maternity leave
Voluntary supplemental insurance options
Nationwide pet insurance
Discounts on USA Lacrosse merchandise
Free onsite gym
Free parking
Opportunity for annual incentive pay