HIWU IT Support Specialist
Horseracing Integrity and Welfare Unit (HIWU)
Position Focus: The Information Technology Support Specialist is a key contributor to Drug Free Sport International’s and International Doping Tests & Management’s (DFSI-IDTM) purpose of ensuring fairness in sport and health and safety for athletes by providing a high level of IT support for the Horseracing Integrity and Welfare Unit (HIWU) division of our organization. He or she will operate in a fast-paced work environment; support all computer users remotely and onsite to successfully complete any mission, anytime, anywhere. Key contributions include: Advanced support of hardware and software programs including proprietary systems; management of new hire equipment setup and off-boarding processes; consistent maintenance to ensure a high level of security, and reliability; work proactively with staff to identify & provide solid solutions that increase productivity.
Summary of Qualifications: To successfully perform this role, the individual must be analytical, problem-solver and self-directed. He or she must uphold the company vision, possess high integrity, and have a desire to serve our staff, contractors, and clients. Essential requirements include strong communication and planning skills with the ability to present IT-related information in technical and non-technical terms; proven experience managing and troubleshooting Microsoft Windows 10/11 operating systems plus applications including all Office 365 Business apps; laptop imaging and deployment; support of Zoom or other video conferencing software. Additional required experience includes iOS device configuration and support; network connectivity troubleshooting; Active Directory user management; and motivation to become a subject matter expert of our proprietary systems. General knowledge of Group Policy and software patch management systems is a plus. The person in this position must have a minimum of one-year experience in a similar technology role and minimum education level of an Associate degree or applicable certification in Computer Science or Information Technology. Passing a pre-employment screening, including background check, drug test, transcript verification, and confidentiality agreement, is a requirement.
Essential Duties and Responsibilities:
- Installation and advanced support for all HIWU staff business software (e.g., Windows OS, Office 365 Business Apps, Adobe).
- Hardware configuration and advanced support of all IT related equipment (e.g., laptops, cell phones, iPads, printers, monitors, docking stations, wireless access points).
- Level 1 production support for all HIWU proprietary software.
- Collaborate with HR for efficient employee onboarding and offboarding processes.
- Available for occasional outside standard business hours on-call support.
- Installation of software and operating system updates & security patches on staff laptops.
- Rapidly respond to and remediate client endpoint security and anti-virus issues.
- Create and distribute employee support training as needed.
- Utilize Spiceworks Helpdesk system to document support work and identify re-occurring issues.
Competencies:
| Description | Critical Success Factors | |
| Planning and Organizational Development | Ability to efficiently organize and prioritize multiple tasks. Effective at planning ahead yet flexible with unexpected changes. Listens well and orientates quickly. | Self-confident and self-starting; focused, resourceful, and adaptable; makes timely decisions; at ease working with deadlines; delivers the objective. |
| Effective Communication | Proficient in all forms of communication. Ability to connect with colleagues from every level of the organization, contracted collectors, clients, consultants, project teams and vendors. Create positive relationships at the organizational, contractor and vendor levels. | Listens well, interprets accurately, and responds appropriately; chooses the right way to say the right things. |
| Customer Service Orientation | Has a propensity for serving the needs of customers internally and externally. | Attentive and decisive; selfless; follows up and follows through; customer first focus; maintains positive attitude under pressure. |
| Integrity and Reliability | Takes personal responsibility for job performance, strict adherence to company and client policies and procedures. Maintains high level of professionalism and confidentiality. | Positively responds to direction and constructive feedback; exhibits integrity and trustworthiness; makes informed decisions based on what is best for the company; punctuality at performing assigned duties; and holds themselves accountable for overall support experience. |
| Motivation for Achievement | Strong initiative; displays energy and enthusiasm in approaching the job. Generates ideas for improvement; initiates opportunities and recommends innovations. Goes above requirements; continually working toward exceeding expectations. | Stays on target of daily, 90-day and annual goals, with motivation to exceed all objectives. Contributes to company success through continuous improvement. Seeks additional responsibilities and grows within the position. |
All external applicants must submit a cover letter, resume, and three professional references to Andrayana Estes, Director of Human Resources. All requested materials must be submitted for consideration. This position is desired to be filled as soon as possible and application materials will be reviewed on an ongoing basis until filled.
Drug Free Sport, LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, gender, sexual orientation, gender identity, national origin, age, military status, or any other characteristic protected by applicable federal, state, or local law.