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, education, technology, and global connections to drive the growth of our sport and by supporting members, impacting athletes, and serving fans.  We seek motivated, passionate, skilled people who are creative and excellent team players.   

 

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. 

 

Position Description 

 

We are looking for an IT Help Desk Analyst, Core IT to join our growing IT team. This role will report to the Sr. Manager, Core IT. 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.

Requirements

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

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 

  • 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

Working at U.S. Soccer is a unique opportunity. Employees who work at U.S. Soccer have the following attributes:  

  • Adopt a company-centric approach—Serve the Athlete and the Fan 
  • Embrace and see learning as a lifelong pursuit  
  • Possess a growth mindset—keeps an open mind and seeks new challenges  
  • Practice self-assessment and self-reflection 
  • Open to criticism and does not make excuses 
  • Possess a tireless work ethic 
  • Wants to be part of a team that wins 
  • Has the ability to be firm but fair  
  • Communicate in a direct, open, and honest manner 
  • Build relationships through genuine interpersonal skills   

COVID-19 Vaccination

  • U.S. Soccer has mandated the Covid-19 vaccine and is requiring all staff to be fully vaccinated at the start of employment