Technical Support Specialist

USA Lacrosse•Sparks, MD

3d•$55,000 - $70,000•Hybrid

About The Position

USA Lacrosse is looking for a Technical Support Specialist to join our team to provide strategic leadership and oversight for USA Lacrosse’s computer networks and systems. This critical role will manage the stability and performance of all networks, computer system(s), and software related resources, including, but not limited to, developing and implementing related policies to ensure efficiency for end users. The Technical Support Specialist safeguards all systems and networks, ensuring they are working as they should. This includes analyzing, troubleshooting, and resolving any issues. In this hands-on role, this individual leads problem solving for technical challenges/opportunities, while continually improving USA Lacrosse’s IT resources for user optimization and efficiency. As part of the IT department, the Technical Support Specialist partners with our application development and CRM team to provide support and ensure efficiency and accuracy with all data migration, storage, and analysis. If you are an experienced IT professional who enjoys being hands-on to troubleshoot, resolve, and enhance computer networks and systems, this is a great opportunity for you. We are looking for a candidate who can translate technical language and information to non-technical professionals who gets to look for ways to help us work smarter and more efficiently. You will get to work with a team of dedicated and passionate professionals in a non-profit environment as we fuel the growth of lacrosse throughout the country and head to the LA28 Olympics!

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. This includes solid understanding and hands-on experience of operating systems such as Windows (including Microsoft Windows and 365) and macOS environments. Experience researching and recommending IT related enhancements for increased productivity a plus.
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. This includes the ability to evaluate such software's and ensure USAL is using them fully to support business needs.
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.  This includes the 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.
Ability to be flexible with work schedule, including availability to work nights and weekends and travel based on event needs.  This position will require overnight travel for USA Lacrosse events.
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.

Responsibilities

IT Infrastructure & Security Management
Oversees and maintains the deployment, configuration, and maintenance of computer hardware and peripherals.
Oversees troubleshooting of hardware and software applications, operating systems (i.e, Windows, Microsoft 365, macOS, etc.), and network components to ensure integrity and continual functioning of USA Lacrosse networks and systems. This includes timely resolution of issues and/or interruptions in service of in a timely manner.
Manages and directs third party vendors who support USA Lacrosse’s network administration, including, but not limited to, backup, security management, user account management, and email systems. This includes escalating any issues for review and resolution as needed.
Ensures all USA Lacrosse hardware is in good working condition and meets the needs of the end user. This includes set up of computers and related IT needs for all 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 any issues/crises according to the plan.
Systems Administration & Optimization
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 to ensure security and stability of USA Lacrosse technology. This Includes identifying and resolving inefficiencies and improvements.
Provides support to the application development team as needed, including, but not limited to 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 to ensure continuity of service.
Collaborates with internal teams to review, analyze, and implement IT related projects as required.
Leadership
Develops and maintains the annual budget for USA Lacrosse’s IT systems and software, including making recommendations for capital/operating expenditures to keep USA Lacrosse’s technology up to date and on the cutting edge.
Researches and recommends use of third-party service providers as needed. This includes negotiating service agreements to ensure high-quality, cost-effective outcomes.
Provides training to all USA Lacrosse employees, ensuring they understand the tools they have access to and are using them appropriately to optimize productivity.
Stays up to date on developments and changes in the industry, ensuring USAL is always using best practices and the right technology so we can maintain our competitive edge and first in class service standards. This includes continual evaluation of USAL computer systems, networks, and software, ensuring we are using the appropriate systems while keeping productivity and cost effectiveness top of mind.

Benefits

Medical, Dental, and Vision insurance, offering multiple options for Medical and Dental (eligible the first of the month following 30 days of employment).
Company paid Life and AD&D at one times an employee’s annual salary up to $50,000 and company paid Long Term Disability (LTD) at one year of employment.
403(b) retirement plan (eligible immediately upon hire), including a 4% employer contribution at one year of employment.
Generous PTO, company paid holidays, bereavement, jury duty, and parental and 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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume