Help Desk Analyst, Core IT

Description

U.S. Soccer Overview 

We are U.S. Soccer and we are the future of sport in the United States.  Our mission is to make soccer the preeminent sport in the United States.  We embrace diversity, technology and global connections to drive the growth of our sport and serve our athletes and fans.  We seek motivated, passionate, skilled people who can think, create and work on a team.   

U.S. Soccer is a growing company that looks for team members to grow with it. U.S. Soccer offers a comprehensive compensation package, casual work environment, an inclusive culture and an atmosphere for professional development. 

The Federation’s core principles set organization-wide standards to identify and foster our culture and inform how we interact and hold each other accountable. These principles guide U.S. Soccer: We Win Together.  We Aim High.  We Champion Diversity, Equity & Inclusion. To be successful as a USSF employee, it is critical to demonstrate and live up to these principles every day and with every interaction with peers, stakeholders, and partners.  

The Federation’s core values are the individual attributes and characteristics that staff embody to uphold the organization’s principles and succeed. These values guide our employees: Integrity. Commitment.  Teamwork.  Respect. 

U.S. Soccer is in a period of significant growth, with ambitions plans for US soccer in the near and far future. We are therefore, looking for dynamic servant-leaders to join us on this journey: in service to soccer. Applicants must be able to demonstrate visionary leadership, analytical decision-making, professional flexibility and an empathic approach that contributes to bold teams and delivers globally significant results. 

 Position Description  

 We are looking for an IT Help Desk Analyst, Core IT to join our growing IT team. As a member of the IT team, you will be responsible for maintaining end-user relationships at all levels of the organization. You will provide technical support to U.S. Soccer’s workforce onsite and remotely, as required. 

 This role will allow you to demonstrate your extraordinary customer service and technical support skills to solve problems with laptops, printers, software, and mobile devices. You will also have the opportunity to showcase your presentation skills through the delivery of training related programs to the user community.  

Primary Responsibilities 

•  Work with minimal supervision supporting helpdesk requests which may include installation, maintenance, and troubleshooting of hardware and software in both Microsoft and Apple environments 
• Provide high-quality customer support which may be both on-site and remote using in person communication, email, messaging, phone, or video conference calls  
• Responsible for tasks such as account provisioning/deactivation, installing/uninstalling, primary contact for end-user support, basic network troubleshooting, and workstation support  
• Maintain accurate inventory of all IT assets  
• Resolve requests independently while identifying and communicating escalated issues to management in a timely manner  
• Schedule time to work with end-users to resolve issues with a sense of urgency  
• Document service requests with detail and precision   
• Create written documentation for solutions and store them in appropriate shared folders   
• Performs any other duties or special projects, as assigned 

Requirements

 Minimum Qualifications  

•  Experience supporting software, hardware, networks, and peripherals  
•  Awareness of Information Security best practices  
• Experience supporting both Microsoft and Apple products  
• Prior experience with Azure Active Directory, Office 365, Office for Mac, and Intune  
• Excellent interpersonal and communication skills, both oral and written form  
• Ability to prioritize and multitask while paying close attention to detail  
• Be open to new ideas, different styles, and responsibilities   
• Strong core values: integrity, service excellence, attention to detail, commitment to task  
• Capable of working in fast-paced and demanding environments  
• Resolve requests related to people, systems, and policies thoroughly with a sense of urgency  
• Ability to carry at least 30 pounds up\down multiple flights of stairs  
• Ability to travel to remote offices both locally and in other states  
• Acceptance of “Cloud First” architecture Desired Qualifications   

Desired Qualifications

• Project Management experience   • Knowledge of scripting languages  
• Experience supporting SaaS such as Microsoft 365, Slack, Zoom, Box, Asana, Cloud printing  
• Experience with organized competitive soccer a plus  

U.S Soccer is an equal opportunity employer that is committed to diversity, equity and inclusion, and prohibits discrimination and harassment of any kind on the basis of race, color, sex, religion, national origin, citizenship, pregnancy, sexual orientation, gender identity, age, disability, genetic information, military status, political belief, or any other characteristic protected under the law. This policy applies to all our employment practices within our organization. 

We strongly encourage women, people of color, LGBTQIA, veterans, parents, and persons with disabilities to apply.