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The Service Desk Support Technician is a hands on role responsible for supporting our organization's technology needs while working with talented system administrators, developers, and technology professionals in a high-leverage, data- and analytics-driven environment. The candidate must have strong customer service and communication skills as well as prior technical troubleshooting experience. This is an opportunity for a Service Desk Support Technician to gain strong experience in a fast paced environment and have career growth opportunities.

RESPONSIBILITIES:

  • Participates in the imaging, deployment, life-cycle maintenance, inventory, monitoring, and support of all IT Service Desk systems - hardware & software; including but not limited to: PCs and associated peripherals, mobile devices and tablets, local and networked printers, televisions, cable/satellite receiver boxes, IP desk phones

  • Ensures that excellent customer service is provided at all times to all on-site and remote users

  • Identifies and escalates appropriate issues to the Service Desk Analyst, Manager, and/or other teams

  • As delegated by the Service Desk Manager, executes Service Desk projects such as new installations, upgrades, and improvements

  • Aligns and prioritizes work based on key performance indicators (KPIs) against SLAs for the Service Desk team

  • Under direction of the Service Desk Manager, leads execution on the annual Hardware Refresh

  • Responds to all Service Desk tickets, phone calls, emails, and system generated alerts; acts as an escalation resource for part-time technicians

  • Ensures timely response to all service requests, both during and after hours, and detailed documentation of issues in the Service Desk ticketing tool

  • Conducts basic network troubleshooting and diagnostics, including tracing ports back to the switch and Wi-Fi signal metrics

  • Sets up and supports audio-visual equipment in both conference room and larger presentation settings

  • Helps to identify deprecated services and opportunities for improvement

  • Collaborates with Cyber Security and Infrastructure Team to ensure that security, administration, and support is appropriate and prioritized.

  • Provides scheduled on-site support for game and non-game events, including non-standard work hours and weekends

  • Provides emergency off-hours support on a rotational schedule

  • Provides scheduled on-site support to Mesa, AZ campus during Spring Training and on an as-needed basis

REQUIRED QUALIFICATIONS:

  • Bachelor's degree, preferably in a quantitative, technology-related discipline, or equivalent work experience in areas of Service Desk support and leadership

  • 1-3 years of experience in a customer-facing Service Desk support role

  • Strong knowledge of Microsoft Office Suite, version 2013 and newer

  • Strong knowledge of Windows operating systems, especially Windows 7 and 10, in domain environments

  • Familiarity with networking technologies, server support, Active Directory, and Microsoft Exchange

  • Familiarity with iOS and Android mobile operating systems

  • Experience with and knowledge of Service Desk ticketing systems, PC life cycle support, asset management, and hardware/software troubleshooting and support

  • Experience working within governing controls such as Change Management, Incident Management and Continuity Management

  • Structured problem solving skills: demonstrated experience using systematic, fact-based processes to diagnose problems and drive improvements

  • Organized and decisive; demonstrated ability to set direction and adapt when necessary in fluid environments

  • Constantly seeking opportunities to optimize and increase efficiency in day-to-day processes

  • Demonstrated expertise in establishing a culture of positive collaboration among cross-functional teams comprised of diverse personalities, skill sets and levels of experience

  • Highly developed communications skills to clearly articulate the business and technical requirements required for service delivery

  • Effectively conveys a sense of urgency and bias for action

  • Ability to occasionally work additional hours including nights and weekends

  • Ability to travel occasionally for work

  • Must regularly lift/move up to 15 pounds; frequently lift/move up to 25 pounds; and occasionally lift/move up to 50 pounds.

PREFERRED QUALIFICATIONS:

  • Experience with audio equipment including mixers, amplifiers, wireless transmitters/receivers, and speakers

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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