Information Technology Support Specialist

Information Technology

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.  This individual will operate in a fast-paced work environment and 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; conduct consistent maintenance to ensure a high level of security and reliability; and work proactively with staff to identify and provide solid solutions that increase productivity.

Summary of Qualifications:     To successfully perform this role, the individual must be analytical, problem-solver and self-directed.  The Information Technology Support Specialist 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; and support of Zoom or other video conferencing software.  Additional required experience includes iOS device configuration and support; laptop imaging and deployment; network connectivity troubleshooting; Active Directory user management; and motivation to become a subject matter expert of proprietary systems. General knowledge of scripting, Group Policy, and WSUS or other software patch management systems is also required. Minimum experience is one-year in a similar technology role and a 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 including Windows OS, Office 365 Business apps and Adobe.
  • Hardware configuration and advanced support of all IT related equipment including laptops, mobile phones, printers, monitors, docking stations and wireless access points.
  • Level 1 production support for all HIWU proprietary software including drug-testing system, education system, whereabouts program and website.
  • Collaborate with HR for staff onboarding and termination.
  • Available for occasional after-hours scheduled system maintenance and on-call support.
  • Installation of software and operating system updates and security patches.
  • Rapidly respond to and remediate client endpoint security and anti-virus issues.
  • Distribute online security training to HIWU staff and track to completion.
  • Write and distribute staff support training as needed.
  • Utilize Spiceworks Helpdesk system to document support work and identify re-occurring issues.

Competencies:

 DescriptionCritical 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 OrientationHas 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 AchievementStrong 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.

To apply, please email a cover letter, resume and three professional references to Andrayana Estes, HR/Office Manager.

DFSI-IDTM 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.