Help Desk Analyst

U.S. Soccer Overview

The U.S. Soccer Federation exists in service to soccer. Our aim is to ignite a national passion for the game. Because we believe that soccer is more than a sport; it is a force for good.

We understand the importance and the power of teamwork, on and off the pitch. That is why we work closely with our Federation partners and members, to inspire, support and guide every level of the game: from the grassroots to the National Teams. We want to bring soccer into every home and every community, right across America. Because we believe that soccer can transform lives like no other sport. Soccer can represent the best of U.S.

U.S. Soccer is in a period of significant growth, with ambitions plans for U.S. 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 management style that builds 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

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
• General knowledge of soccer
• Must be able to connect “micro” details to the “macro” vision and mission

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 offers a comprehensive compensation package, casual work environment, an inclusive culture, and an atmosphere for professional development.

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.