The Senior Technology Services Analyst position is a cornerstone of the Technology Services and the greater IT team. As a member of the Technology Services Support team, you are the first point of contact with the Technology Department for the majority of the business and as such you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently.
Providing first, second and third level technology support, including but not limited to receiving calls, opening and logging tickets, addressing issues that can be quickly resolved, and routing/escalating trouble tickets to the appropriate resource.
Diagnosing, reparining, configuring and imaging both Apple Mac and Windows PCs.
Responding to calls within SLAs and updating tickets for tasks completed.
Be responsible for ad-hoc end-user support, managing priorities and communications effectively and efficiently.
Escalating major incidents to IT management quickly and clearly.
Maintain a flexible schedule and be available to work non-standard business hours upon request or as needed. This includes weekends and some holidays.
Mentor, train and lead by example to existing and new members of the team.
Contribute to creation of meaningful knowledge base articles for end-users and IT members.
Continue to learn about MLB supported applications including new features and enhancements.
Identify opportunities to improve team efficiency and effectiveness through automation.
Provide root cause analysis of IT issues on multiple technologies and platforms, including hardware, software, tools, services, networks, and audio conferencing equipment.
Be part of on-call rotation for end-user support after hours.
Willing and able to occasionally travel as necessary for event support both internationally and domestically.
Perform duties and responsibilities specific to department functions and activities including but not limited to: timesheets, special projects, meetings with staff and 1:1's with supervisors.
Bachelor’s Degree in computer field or equivalent work experience.
Minimum of 5 years’ experience in end-user technology support in a medium or large enterprise environment.
Active Directory, Azure AD administration and scripting experience with PowerShell.
Advanced knowledge of Office 365 and Google Workspace.
Experience with communicating technical concepts and solutions to non-technical and executive audiences.
Ability to work independently, prioritize a variety of tasks, and collaborate effectively in a complex environment with multiple teams.
Excellent problem-solving, technical troubleshooting, customer service skills and analytical capabilities.
Excellent business judgment and analytical and problem-solving skills.
Experience with configuring and managing MDM solutions.
Experience diagnosing and troubleshooting issues in macOS and Windows in a medium or large enterprise environment.
Experience with cloud services and productivity tools (Slack, Zoom, Atlassian etc.)
Knowledge of fundamental networking (TCP/IP, DNS, VLANS, DHCP etc).
Advanced knowledge of common email clients such as Outlook for macOS, Apple Mail, and Outlook for Windows in an enterprise environment.
Passionate about customer service and customer satisfaction.
Working knowledge and understanding of service management principles (incident, problem, change management).
Coding experience with a general purpose programming language (ie. Java, C/C++, Python, Powershell) are plus.
Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. Employees love working at MLB because of the culture of growth, teamwork, and professionalism. Employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the Team first. For those ready to step up to the plate and join the Major Leagues, MLB takes the same approach as teams do with their players: empowering our “workforce athletes” to be at their best by engineering experiences that put employees in the best position to succeed. Major League Baseball is looking for candidates who are passionate about growing America’s pastime to best serve its fans for decades to come.
MLB’s vision is to be the global sport of choice for youth to play, fans of all backgrounds to enjoy and a desired destination for employment. With a belief that the journey to growth and greatness is ongoing, MLB gives employees the opportunity to continue learning and honing their skills with programs such as: tuition reimbursement; mentorship programs; lunch and learns; online course subscriptions; paid industry certifications; business resource groups; and more.
MLB provides its employees with exceptional medical, dental, and vision coverage. Premiums are 100% employer covered to help employees focus on being their best!
Major League Baseball is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
Are you ready to Step Up to the Plate? Apply below!
All in-office and ballpark-based positions are subject to MLB's mandatory Covid-19 vaccine policy