TECHNICAL SUPPORT SPECIALIST

About the position

The Technical Support Specialist at Washington Commanders is an entry-level position within the Information Technology department, responsible for providing end-user support and training across multiple facilities. This role involves responding to user inquiries, maintaining technical proficiency on various computing platforms, and assisting with the deployment and maintenance of IT systems and infrastructure.

Responsibilities

• Offer support for hardware, software, and network-related issues to Washington Commanders staff
• Maintain technical proficiency on all Commanders end-user computing platforms: personal computers and laptops, Windows 10/11, Mac OS, Microsoft Office, web-based applications, film system, accounting tools, CRM, Adobe Creative Cloud, and other internal applications
• Configure, deploy, & support all laptop, desktop and mobile devices and related office software systems
• Utilize ticketing system to track, prioritize, and resolve technical support requests efficiently
• Maintain detailed records of support requests and contribute documentation of processes to continuously grow the knowledge base
• Microsoft Office 365 Suite, Entra ID, Endpoint Manager, Exchange, and SharePoint administration
• Identify and resolve technical issues through effective problem-solving techniques
• Work closely with other IT professionals to escalate and resolve complex issues
• Conduct training sessions to help users understand and utilize technology effectively
• Assist in the maintenance and updating of IT systems and infrastructure
• Configure, deploy, and manage mobile devices using MDM technologies such as Microsoft Intune, AirWatch, or Apple Business/Mobileiron

Requirements

• Minimum two years of experience in a technology support position, 3-5 years preferred
• Ability to effectively diagnose and repair computer hardware and software problems
• Proficient in overseeing diverse technology projects and handling various technical responsibilities
• Excellent organizational and communication skills are necessary
• Individuals must be highly dependable, analytical, and process oriented
• Experience with supporting Windows Servers, including but not limited to Active Directory, File shares, DHCP, and DNS
• Understanding of basic cyber security principles and practices
• Minimum physical requirements: able to travel to and gain access to various areas of the stadium for prolonged periods of time during games and events; able to lift and transport up to 50 pounds
• Availability to work during standard support hours (M-F, 7:00 AM to 10:00 PM) along with occasional after-hours and weekend support

Nice-to-haves

• Certifications in relevant IT fields (e.g., CompTIA A+, Network+)
• Experience with remote support tools and techniques
• Experience with Microsoft 365 administration in a hybrid setting
• Familiarity with ITIL practices

Benefits

• Comprehensive medical, dental and vision coverage
• 401k
• Starting Hourly Rate: $24 - $26 / hour