Position Title: Technology Support Analyst
Location: SOI HQ – Washington, DC. (2 days/week in DC office required)
Department: Information Technology
Reports to: Senior Manager, Application & Client Services
Status: Full Time, Exempt
Salary Range for US Based Staff: $69,329 - $81,563
Organization Overview:
Founded in 1968, Special Olympics is a global movement to end discrimination against people with intellectual disabilities. We foster acceptance of all people through the power of sport and programming in education, health, and leadership. With nearly four million athletes and Unified Sports® partners and one million coaches and volunteers in more than 170 countries, Special Olympics delivers more than 30 Olympic-type sports and nearly 50,000 games and competitions every year. Learn more at SpecialOlympics.org.
Position Summary:
The Technology Support Analyst is a mission critical role within the Special Olympics organization, with direct responsibility for our inventory of user hardware and software licenses, as well as purchasing, invoice processing, employee provisioning and offboarding. In addition, the position is part of our business applications support team, assisting users onsite and remotely with tools from Microsoft, Adobe, DropBox, Teams and others when referred from external help desk vendor. This role is an individual contributor reporting to the Senior Manager of Support Services within the Information Technology department. The ideal candidate will be organized, proactive, and accountable, and will take ownership of updating processes (manual and automated) when adjustments are needed. The candidate will also have a strong background in technology and customer service. This position requires the ability to commute daily to the Special Olympics headquarters in Washington, DC.
Responsibilities
- Maintain help desk ticketing system and reporting metrics
- Plan and implement maintenance, upgrades, and training programs
- Coordinate with Human Resources to establish an efficient workflow for onboarding and offboarding of user accounts and assigned equipment
- Coordinate with Finance and department budget managers to establish an efficient workflow for purchase pre-approvals, purchasing, and invoicing.
- Coordinate support with external help desk vendor as an extension of internal support team
- Extended research, problem solving, and documentation of issues and procedures
- Develop strong strategies for maintaining and improving support and operational processes
- Identify customer concerns, be aware of customers’ business process cycles; gather customer input to improve services and collaboratively provide solutions
Qualifications:
- Minimum of five (5) years of proven experience organizing and supporting technology resources in a complex environment
- Experience with management of vendors or suppliers of hardware, software, and services
- Strong customer service orientation
- Understanding of the troubleshooting process and troubleshooting best practices
- Thorough understanding of help desk operations
- Knowledge of common IT applications and services, network services, computer and communications systems, associated protocols and industry standards, and information security and device configuration standards
- Ability to work under pressure to meet targets and deadlines
- Experience with management and support of Microsoft 365 users and applications
- Excellent time management and ability to prioritize tasks
- Ability to work in a fast-paced environment and adapt quickly to change
- Strong verbal and written communication skills including strong technical documentation skills
- Must be able to lift up to 25 pounds and set-up workstations under desks, etc.
Additional Desired Skills:
The ideal candidate will have experience in one or more of these areas:
- Help Desk software such as FreshService, especially workflow creation and maintenance
- Entra and Windows Multi-factor Authentication
- Microsoft Endpoint Manager (Intune) device management and software package deployment
- Adobe applications and Adobe Sign templates and administrative features
- MS Teams, and Q-SYS conferencing technologies (remote, in-room, and hybrid)
*For USA based staff: Special Olympics offers full-time employees a generous and comprehensive benefits package, which includes: medical, dental, vision, HSA, FSA, life insurance, disability, retirement, legal resources, and PTO.
Special Olympics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
**Special Olympics is an E-Verify Employer**