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 our human anti-doping and IDTM teams. The individual in this role will operate in a fast-paced work environment and support onsite and remote computer users. 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; staff collaboration to proactively identify and provide productive solutions; and management of new hire setups and off-boarding processes. Location of this role is Kansas City, MO, hybrid office schedule.

Summary of Qualifications: To successfully perform this role, the individual must be a critical thinker, effective communicator, organized, attentive to details, self-directed, and have sound business knowledge. The IT Support Specialist must uphold the company’s core values and mission, demonstrate integrity of the highest degree, and have a high desire to serve the company and its relevant constituents. Essential requirements include but are not limited to:

Minimum one year of professional help desk or desktop support experience.
Minimum education level of an associate degree, applicable certification in Computer Science/Information Technology, or equivalent experience.
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 experience.
Support of Zoom or other video conferencing software.
iOS device configuration and support.
Network connectivity troubleshooting; general knowledge of Group Policy and software patch management systems is a plus.
Active Directory user management.
Motivation to become a subject matter expert of our proprietary systems.
Pass a pre-employment screening including background check, drug test as applicable by state law, higher education and/or certification verification, professional references check, and execution of a confidentially agreement.

Essential Duties and Responsibilities:

Deliver excellent service to clients, independent collection contractors and colleagues.
Understand and apply quality principles to daily responsibilities; collaborate with others on quality objectives; and address issues as appropriate.
Installation and advanced support for 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 1/2 production support for proprietary software including drug-testing system and education systems, 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.
Manage and deliver staff security training.
Create and distribute staff support training as needed.
Utilize Spiceworks Helpdesk to document support work and identify reoccurring issues.
Assist with assigned project tasks and research.
Serve in the absence of applicable team members as needed.
Perform other related duties as assigned.

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 applicants must apply here and submit all requested materials for considernation including a cover letter, resume, and names of three professional references. This position is desired to be filled as soon as possible and application materials will be reviewed on an ongoing basis until filled.

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.

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