Technical Support Specialist

WHO IS USA LACROSSE USA Lacrosse, a 501(c)(3) nonprofit corporation, is a Recognized Sports Organization of the U.S. Olympic & Paralympic Committee. As the National Governing Body of men’s and women’s lacrosse in the United States, we collaborate with passionate experts across the sport to create opportunities for people to enjoy the sport, learn about the game, keep participants safe, and ensure everyone feels welcome. Supporting more than 425,000 members, we provide national leadership, structure, and resources to fuel and unify the sport's growth and enrich the experience of its players, coaches, officials, parents, and program leaders. USA Lacrosse believes a diverse team best positions our organization to fulfill its mission. We strive to attract and maintain a team of talented and dedicated professionals who represent the diverse nature of our membership and the national lacrosse community. We are committed to a team culture that ensures everyone feels welcomed, valued, included, and heard. Mission As the National Governing Body of lacrosse in the United States, USA Lacrosse fuels the growth, enriches the experience, and fields the best National Teams. Core Values We Influence - Written and Verbal Communication We Serve - Customer Focused We Create & Innovate - Creativity We Collaborate - Peer Relationships We are Humble & Honest - Integrity and Trust We Embrace Individuality - Diversity We Have Fun – Work Hard and Play Hard If this aligns with who you are and what you are looking for in an organization, keep reading. POSITION SUMMARY 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! A Typical Day Looks Like… 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 USAL 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. Is This You… 3 to 5 years of experience in IT technical support with a focus on hardware and software management. Experience in a non‑profit environment a plus. 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 USA Lacrosse 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 USAL 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. Expected Hours of Work This position is generally expected to work Monday through Friday from 8:30am to 5:00pm and occasionally requires longer hours or weekend work as related to events and other business needs. This is a hybrid position and works from the headquarters office in Sparks, MD three (3) days a week with the flexibility to work from home two (2) days a week. Compensation & Benefits Overview The base salary range is $55,000 to $70,000 commensurate with experience, plus potential for annual incentive pay based on organizational and individual performance. USA Lacrosse offers a competitive benefits package including, but not limited to: 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. Travel Requirements Travel may be necessary up to 5% of the time (local, regional). Travel would involve the following mode(s) of travel: car, train, or air. Some out of area and overnight travel may be expected. EEO Statement USA Lacrosse is an Equal Opportunity Employer committed to providing an environment of mutual respect. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin/ancestry, age, disability, genetic information (including family medical history), political affiliation, military status, veteran status, or any other status/characteristic protected under federal, state, or local law. USA Lacrosse believes diversity and inclusion among our team is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. #J-18808-Ljbffr