Technical Support Specialist

USA Lacrosse • Sparks, MD

1d • Hybrid

About The Position

USA Lacrosse is seeking a Technical Support Specialist to provide strategic leadership and oversight for its computer networks and systems. This role is responsible for managing the stability and performance of all networks, computer systems, and software resources, including developing and implementing policies for efficiency. The specialist will safeguard systems and networks, analyze, troubleshoot, and resolve issues. This hands-on position leads problem-solving for technical challenges and continuously improves IT resources for user optimization. The Technical Support Specialist will partner with the application development and CRM team to support data migration, storage, and analysis. This is an opportunity for an experienced IT professional to troubleshoot, resolve, and enhance computer networks and systems, translating technical information for non-technical professionals and identifying ways to improve efficiency.

Requirements

• 3 to 5 years of experience in IT technical support with a focus on hardware and software management.
• Proficiency in computer networking, system security, and software management.
• Solid understanding and hands-on experience of operating systems such as Windows (including Microsoft Windows and 365) and macOS environments.
• Hands-on experience with help desk support with a strong focus on exceptional customer service.
• Hands-on experience with desktop support tools for software deployment and updates and Active Directory for user account management.
• Advanced computer skills with working knowledge of Microsoft 365 products, including Word, Excel, Outlook, Teams, and PowerPoint.
• Knowledge of software such as Salesforce, or comparable CRM and database applications, used to track, monitor, and report on data with the aptitude to learn new software/programs.
• Strong organizational skills with the ability to multi-task and keep data organized for thorough analysis and reporting.
• Ability to work both independently and collaboratively as part of a team with a “hands on” mentality.
• Ability to be self-managed to work in a hybrid (in-office/work from home) environment.
• Demonstrated adherence to the highest ethical standards for self and team with a commitment to continued professional growth and development.
• Discretion to handle sensitive and confidential matters and information.
• Ability to present a professional persona and presence to build relationships and establish credibility.
• Willingness to learn about the sport of lacrosse and appreciate the need for developing funds to fuel its development and growth with diversity, equity, and inclusion as a focus.

Nice To Haves

• Experience in a non-profit environment a plus.
• Experience researching and recommending IT related enhancements for increased productivity a plus.
• Ability to evaluate software and ensure USA Lacrosse is using them fully to support business needs.

Responsibilities

• Oversees and maintains the deployment, configuration, and maintenance of computer hardware and peripherals.
• Oversees troubleshooting of hardware and software applications, operating systems (Windows, Microsoft 365, macOS, etc.), and network components to ensure integrity and continual functioning of USA Lacrosse networks and systems, including timely resolution of issues.
• Manages and directs third-party vendors supporting network administration, backup, security management, user account management, and email systems, escalating issues as needed.
• Ensures all USA Lacrosse hardware is in good working condition and meets end-user needs, including setup for new hires.
• Provides timely technical support to USA Lacrosse employees across all departments.
• Assists in the development, implementation, and maintenance of USAL’s business continuity and disaster recovery plan and responds to issues/crises.
• Oversees and resolves help desk tickets, ensuring timely resolution and high-quality customer service.
• Monitors and maintains IT Infrastructure health through analysis and proactive management of network administration tasks.
• Conducts regular audits of computer hardware assets and ensures all upgrades are completed as needed.
• Establishes and oversees policies and processes for system access controls, continually monitors security, and conducts regular audits and reviews.
• Provides support to the application development team, including data migration, data warehousing and storage, data analysis, metrics, and reporting.
• Develops and maintains standard operating procedures (SOP) documents related to desktop support, network configuration, security protocols, and user guides.
• Collaborates with internal teams to review, analyze, and implement IT related projects.
• Develops and maintains the annual budget for USA Lacrosse’s IT systems and software, making recommendations for capital/operating expenditures.
• Researches and recommends the use of third-party service providers, negotiating service agreements.
• Provides training to all USA Lacrosse employees on tools and their appropriate use.
• Stays up to date on industry developments and changes, ensuring best practices and appropriate technology are used.
• Continually evaluates USAL computer systems, networks, and software for productivity and cost-effectiveness.

Benefits

• Medical, Dental, and Vision insurance, offering multiple options for Medical and Dental
• Company paid Life and AD&D
• Company paid Long Term Disability (LTD)
• 403(b) retirement plan, including a 4% employer contribution at one year of employment.
• Generous PTO
• Company paid holidays
• Bereavement leave
• Jury duty leave
• Parental leave
• Maternity leave
• Additional voluntary insurance options, such as supplemental benefits through Colonial and Nationwide pet insurance.
• Discounts on USA Lacrosse merchandise.
• Free onsite gym at HQ office.
• Free parking.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed