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Job Description
Job DescriptionThe 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
Qualifications Required
Qualifications Required- 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