Technology Support Specialist

• Provide attentive, professional, and responsive assistance to employees, members, athletes, families, and guests.
• Listen carefully, acknowledge concerns, and explain next steps in clear, approachable language.
• Maintain a calm and reassuring presence during technical disruptions, busy periods, and live events.
• Take ownership of support requests through resolution or a clear handoff, including appropriate follow-up.
• Set realistic expectations and provide timely updates without burdening customers with internal troubleshooting complexity.
• Prioritize requests based on operational impact, urgency, and direction from the IT Director.
• Recognize when additional expertise or authority is needed and escalate promptly.

• Troubleshoot computers, printers, peripherals, software, account access, and basic network connectivity.
• Assist with equipment setup, replacement, and employee onboarding using approved procedures.
• Help employees use Google Workspace and other supported club applications.
• Provide initial support for classroom, meeting-room, and shared-space technology.
• Record reported issues, troubleshooting steps, resolutions, and outstanding follow-up.
• Follow approved procedures for access permissions, confidential information, and equipment security.

• Prepare, test, operate, and troubleshoot approved audiovisual and streaming equipment.
• Support YouTube livestreams, including setup, audio and video checks, monitoring, and basic recovery procedures.
• Assist with cameras, microphones, speakers, displays, cabling, and related event equipment.
• Coordinate technology readiness with tournament organizers, coaches, and other staff.
• Complete pre-event checks and prepare available backup equipment or approved workarounds.
• Provide scheduled on-site support during major tournaments, including occasional evening and weekend assignments.
• Complete equipment shutdown, storage, and post-event documentation.
• Identify recurring event issues and recommend practical improvements.

• Keep technology equipment, cables, accessories, and supplies organized and ready for use.
• Maintain basic equipment inventory records and report repair or replacement needs.
• Help develop simple troubleshooting guides, setup instructions, and event checklists.
• Coordinate with approved vendors and service providers when directed.
• Report recurring problems and opportunities to improve reliability or the customer experience.
• Perform related duties consistent with the position’s training, responsibilities, and level of authority.

Every person requesting assistance should feel that their concern is understood and someone capable is taking care of it.

The specialist is expected to make challenging situations feel manageable through a calm demeanor, clear communication, and dependable action. Customers should receive reassurance without having their concerns minimized or being promised an outcome that cannot be guaranteed.

Internal stress, blame, and unnecessary technical detail should remain behind the scenes. The specialist should communicate what the customer needs to know: what is being addressed, what happens next, any available alternative, and when another update can be expected.

The specialist must recognize early when an issue requires additional support. Escalation is expected when:

• Troubleshooting exceeds the specialist’s training, access, or authority.
• An issue threatens daily operations or continuity.
• Multiple users or important club services are affected.
• A suspected security or privacy incident occurs.
• Initial troubleshooting does not produce meaningful progress within a timeframe appropriate to the issue’s urgency.

Escalations should include the operational impact, observed symptoms, actions already taken, and any available workaround. The specialist remains responsible for communication and follow-through after requesting assistance.

The IT Director will establish escalation contacts, priorities, and event-specific procedures.

• Demonstrated ability to deliver exceptional customer service.
• Strong listening, communication, and interpersonal skills.
• Ability to remain composed, respectful, and organized under pressure.
• Comfort using computers, common applications, and everyday digital tools.
• Practical problem-solving ability and willingness to follow established procedures.
• Curiosity, initiative, and the ability to learn unfamiliar technology.
• Sound judgment regarding priorities, confidentiality, and when to seek assistance.
• Reliability, punctuality, and consistent follow-through.
• Ability to work on-site and provide occasional scheduled evening and weekend event coverage.

A college degree, technical certification, and prior experience with streaming or tournament audiovisual systems are not required. Training will be provided.

• One or more years of customer-facing experience in hospitality, recreation, retail, education, event operations, or technology support.
• Experience assisting customers during busy or time-sensitive situations.
• Basic familiarity with computer troubleshooting, audiovisual equipment, or livestreaming.
• Experience working in a club, athletic facility, school, or similar service environment.

Relevant volunteer, school, and community experience may also demonstrate the skills needed for this role.