Health Technical Support Analyst

JOB TITLE: Health Technical Support Analyst

REPORTS TO: Senior Director, Engineering & Digital Health

LOCATION: Washington, D.C. (hybrid; in office 2-3 days per week;  remote 2-3 days/week)

DEPARTMENT: IT – Digital Products and Technology

Special Olympics International is seeking a Technical Support Analyst for Health Technology, to provide ongoing technical support for our Healthy Athletes System. This role will be responsible for responding to high-level customer requests, managing and distributing hardware for Health Programs and Events, as well as providing ongoing technical support, as needed, to other health team members in the Special Olympics Regions. This individual will help ensure the ongoing digitization of our health programming through their daily support and availability of the systems. The Technical Support Analyst for Health Technologies will report to the Senior Director of Engineering and Digital Health and work closely with the Digital Health Project Director and Technical Product Owner to ensure the ongoing quality of the application and related services.

Responsibilities:

• Responsible for supporting all digital health teams in the distribution of technology and systems.
• Serve as the initial point of contact (Level 1 support) for user questions and technical support for Health Systems.
• Work with the Digital Health Project Director to provide the necessary fulfillment and support for all Special Olympics Healthy Events.
• Support data entry efforts as needed to correct/resolve data integrity issues in the Healthy Athletes Systems.
• Work with business and technical stakeholders to develop and document issues reported by the end user (or when troubleshooting issues with external users).
• Turns organization insights into solutions with actionable and measurable outcomes for the end-users.
• Understanding of the troubleshooting process and troubleshooting best practices
• Thorough understanding of help desk operations
• Knowledge of common IT applications and services, network services, computer and communications systems, associated protocols and industry standards, and information security and device configuration standards
• Excellent time management and ability to prioritize tasks
• Ability to adapt quickly to change
• Strong verbal and written communication skills including strong technical documentation skills
• Must be able to lift up to 25 pounds (packing and shipping tablets for healthy athlete events).

Required attributes:

• Embody flexibility, patience, collaboration, transparency, and a desire to work for the greater good of the mission
• Empathy for the end user, the business stakeholders, and your teammates
• Comfort with ambiguity and time spent outside of comfort zone acquiring new skills
• Excellent oral and written communication skills
• Ability to communicate the complexities of technical problems to non-technical audiences
• Willingness to “wear multiple hats”
• Strong analytical problem solver
• Commitment to adapt to advancements in the field of digital health

Have at least three of the following qualifications, skills, and/or experiences:

• Bachelor’s degree (or relevant work experience).
• 2 years of work experience supporting customers in a technical capacity
• An aptitude for learning new applications/systems
• 2 years experience providing application support for members/users
• Experience managing hardware inventory systems as well as experience managing and shipping hardware between event locations.

Special Olympics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.