Analyst, Technical Service

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.