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