Position Summary: MLB Network seeks a professional Sr. Service Desk Analyst with strong knowledge of information technologies. The Sr. Service Desk Analyst will support Staff and Freelancers to address and resolve any IT issues.
Must be able to effectively work and multi-task in a rapid-paced 24/7/365 pressurized, live broadcast environment (including weekends, holidays, late nights).
Screen, respond to, and resolve requests for technical assistance in person, via phone, email, or ticketing system.
Provide triage support and route calls/requests as necessary to Engineering, Edit Support or Media Management.
Diagnose and resolve technical hardware and software issues.
Research to resolve complex technical issues escalated by SDA team.
Track/route problems and requests. Document resolutions within our ticketing system and knowledge base.
Travel as required to provide IT primary support for assigned events.
Identify and escalate issues as necessary to DBA’s, Sys Admins and Network Engineers.
Keep reporting manager up to date with shift reports, ticket closures and inventory checkups.
Stay current with system information, changes and updates within Company.
Participate in the on-call rotation for off-hour Service Desk support.
Lead on major project initiatives involving members of other departments.
Create and maintain documentation and Standard Operating Procedures for the Service Desk.
Mentor and teach existing and new Service Desk staff on new responsibilities, technologies and tasks.
Work directly with Sys Admins, DBA’s and/or Network Engineers as necessary to resolve issues.
Other such duties as required.
Skills & Experience:
A minimum of 3-5 years of hands-on experience in a fast-paced IT environment
Advanced knowledge of the following IT Services: VMWare, Active Directory, DHCP, DNS, Group Policy, Imaging, Manage Engine software deployment.
Must be detail-oriented, thorough, and be able to maintain confidentiality.
Must be able to work independently yet strong collaboration skills are required.
This position requires a motivated individual who can interface with a diverse group of people in an evolving environment.
This position requires the ability to prioritize tasks and to take decisive action.
Strong knowledge of fundamental operations in relevant software, hardware and other equipment troubleshooting - including Windows and Mac devices.
Experience with Adobe Premiere and Creative Suite is a plus.
Experience with ServiceNow a plus.
Prior networking experience in remote/field support a plus.
Experience in the television and/or media content production industries is a plus.
Must possess solid verbal and written communication skills
Demonstrate the skills required to work in a high pressurized live television environment.
Must work a flexible schedule, including nights, weekends and holidays.
Must demonstrate sufficient professionalism to interact with executives, on-air talent and VP’s on an everyday basis.
Must be highly courteous, organized, demonstrate initiative and have an ability to complete multiple assignments in a timely manner.
Individual must work well in a dynamic environment and be able to recommend and implement process improvements, work independently and handle multiple tasks simultaneously
Must be able to effectively work remotely when scheduled to work off-site and when covering on-call.
Must be able to analyze end user workflow issues and make recommendations and improvements.
Ability to travel domestically and/or internationally as required.
Ability to lift up to 50 pounds.
Possess the visual acuity needed to effectively deliver required work product.
Possess the auditory acuity needed to effectively deliver required work product.
Ability to sit, stand, kneel, bend, twist, and turn for sufficient lengths of time in order to effectively deliver required work product.
Education: Bachelor’s Degree in IT/Technical Communications, Broadcast IT or equivalent related experience is preferred
All in-office and ballpark-based positions are subject to MLB's mandatory Covid-19 vaccine policy