The Technical Service Analyst is responsible for delivering high-quality end-user technology support across the organization, ensuring reliable operation of devices, applications, and systems. This role serves as a primary point of contact for technical issues, providing timely resolution of incidents and service requests while delivering exceptional customer experience.

The Analyst supports a wide range of technologies including endpoints, SaaS platforms, and collaboration tools, and plays a key role in maintaining operational efficiency through documentation, automation, and continuous improvement. This position also supports game-day and event operations in a fast-paced, high-visibility environment.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

End-User Support & Service Delivery

• Serve as primary point of contact for Tier 1 and Tier 2 technical support requests.
• Receive, log, categorize, and prioritize incidents and service requests using the IT service management system.
• Troubleshoot and resolve hardware, software, network, and SaaS application issues in a timely and professional manner.
• Escalate complex issues following established procedures, documenting all troubleshooting steps performed.
• Provide in-person, remote, and game-day support across all organizational locations.

Device & Endpoint Management

• Support full lifecycle of end-user devices including provisioning, deployment, maintenance, and decommissioning.
• Install, configure, and support desktops, laptops, mobile devices, peripherals, and collaboration tools.
• Perform routine maintenance, updates, and patching of endpoint systems.

SaaS & Workplace Technology Support

• Support enterprise applications including Microsoft 365, collaboration tools, and other SaaS platforms.
• Assist users with access, functionality, and best practices for modern workplace tools.
• Support onboarding/offboarding processes including account setup, device configuration, and access provisioning.

Documentation & Knowledge Management

• Document incidents, resolutions, and processes clearly and accurately within IT systems.
• Develop and maintain knowledge base articles, standard operating procedures, and troubleshooting guides.
• Contribute to continuous improvement of the service delivery processes.

Collaboration & Project Support

• Collaborate with internal departments and external vendors to resolve issues and implement solutions.
• Assist with enterprise technology projects including system rollouts, upgrades, and migrations.
• Participate in equipment lifecycle and asset management processes.

Event & Operational Support

• Provide on-site technical support for games, events, and critical business operations.
• Ensure readiness of systems and devices prior to events.
• Participate in on-call rotations and emergency response activities.

AI & Automation Enablement

• Utilize AI-enabled tools and automation to improve support efficiency and response times.
• Identify opportunities to automate repetitive tasks and improve service delivery.
• Support adoption of AI-powered workplace tools across the organization.
• Other duties as assigned.

Compensation:

The projected hourly wage rate range for this position is $30.53 to $33.65 per hour.  Actual pay is based on several factors, including but not limited to the applicant’s: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Equal Opportunity Employer:

The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

• • Gameday: Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights. Employee will be exposed to inclement weather of varying degrees. While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/downstairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds.
• • Office: Working conditions are normal for an office environment. Position may require occasional weekend and/or evening work.
• • Must successfully clear a background check.
• • Must have U.S. work authorization.
• • Uphold Core Values: Innovation, Integrity, and Teamwork. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports. It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction – Together.
• • Proficiency in using computer systems, software applications, and standard business tools.
• • Ability to read, interpret, and apply technical documentation, procedures, and communications.
• • Strong attention to detail with a commitment to accuracy, quality, and thorough documentation of work, processes, and solutions.
• • Excellent verbal, written, presentation, and interpersonal communication skills.
• • Demonstrated teamwork, with the ability to collaborate effectively within multidisciplinary, high-performance teams.
• • Ability to follow direction, execute tasks accurately, and respond constructively to feedback.
• • Sound judgment and integrity in decision-making and actions, with the ability to anticipate needs and act proactively.
• • Exceptional organizational skills, including time management and prioritization, with the ability to manage multiple tasks, competing priorities, and deadlines.
• • Self-motivated with a strong work ethic; takes initiative and demonstrates accountability in delivering high-quality work in a fast-paced environment.
• • Strong analytical and problem-solving skills, with a proactive approach to assessing issues, identifying root causes, and developing and implementing effective solutions independently.
• • Demonstrated innovation with the ability to quickly learn and adapt to new technologies, providing effective technical support and guidance to end users.
• • Experience working in a fast-paced, customer-facing environment.
• • Experience supporting Microsoft 365, Windows/macOS, and mobile device management (MDM).
• • Experience with IT service management tools (ServiceNow, Jira, etc.).
• 2 - 4 years: • Experience in IT support, service desk, or technical customer service role.

• • Experience working in a multi-site or event-driven organization.
• • Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.

• Associates or better

• Bachelors or better

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.