Freelance Technology Services Analyst

MLB Network•Secaucus, NJ

5d•Hybrid

About The Position

MLB Network is searching for a Freelance Technology Services Analyst to be the first and primary point of contact within the Technology Department for the Company’s internal staff and external partners. This role demands premier technical and customer service skills, professionalism, and initiative to get problems resolved quickly and efficiently. The role is also accountable for deploying and maintaining mission critical collaboration, productivity, and work management platforms. Technology Services supports MLB Network, a 24/7/365 operation. This employee must be available to work a flexible schedule, including days, nights and weekends. Other such duties as required.

Requirements

Minimum of 3-5 years of experience in end-user technology support in a medium or large enterprise environment.
Strong Windows and macOS fundamentals and troubleshooting skills, including hardware troubleshooting and repairs, core operating system functionality, domain integration and problem resolution.
Microsoft Office 365 and common email clients, including Outlook for Windows, macOS, and iOS, Apple Mail, Outlook Web Access, Exchange Online, Active Directory and Azure AD, SharePoint Online, OneDrive, and Office Online
Google Workspace fundamentals, including Google Drive, Docs, Sheets, Slides, etc.
Collaboration and productivity platforms such as Slack, Zoom, Atlassian Cloud, Box, Asana, etc
Networking fundamentals
Fundamentals of Adobe Creative Cloud, specifically Premiere After Effects, Photoshop.
Ability to work independently, prioritize a variety of tasks, and collaborate effectively in a complex environment with multiple teams.
Be passionate about customer service and satisfaction.
Demonstrate sufficient professionalism to interact with and communicate technical concepts and solutions to non-technical staff, including executives, on-air talent, and VIPs.
Ability to treat confidential information in a discreet and appropriate manner.
Demonstrate a commitment to highly professional and ethical standards in a diverse workplace.
Be available to work a flexible schedule.
Ability to work non-traditional hours, in non-traditional settings. This includes occasional weekends, evenings, and holidays, as well as potential travel to industry and baseball special events.
Must possess solid verbal and written communication skills.
Demonstrate the skills required to work in a high pressurized live television environment.
Must be highly courteous and organized, demonstrate initiative and have the ability to complete multiple assignments in a timely manner.
Must be able to effectively work remotely when scheduled to work off-site and when providing on-call coverage.
Be available to travel occasionally, both domestically and internationally, to support events, branch offices, and youth academies.
Ability to lift up to 25 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 to effectively deliver required work product.
Bachelor’s Degree in a computer technology capacity such as Computer Science, IT, Broadcast Technology, or equivalent work experience.

Nice To Haves

Prior experience working in the sports industry is a plus.
Prior experience in the television and/or media content production industries is a plus.
Prior networking experience in remote/field support is a plus.
ServiceNow for request and problem ticket tracking
Device Management platforms such as Intune, Iru/Kandji, etc.
Experience working within DEX platforms (Nexthink, TeamViewer DEX, etc.)
Virtualization platforms such as VMware, Nutanix, Azure Local, etc.
Coding and scripting experience with a general-purpose programming language (i.e. Python, PowerShell, Bash, etc.)

Responsibilities

Provide frontline service desk support, including but not limited to answering inbound calls, resolving request and incident tickets, staffing our tech bar, addressing end user issues in person and remotely with punctuality, courtesy, and professionalism, and escalating problems and major incidents promptly.
Configure, deploy, and troubleshoot Apple and Microsoft Windows-based user equipment, including, but not limited to, desktops, laptops, tablets, mobile phones, printers, and peripherals such as monitors, keyboards, and mice.
Support AV and conference room technology and events as needed.
Open support cases and troubleshoot and resolve vendor equipment and platform issues as needed.
Contribute to maintaining a meaningful and relevant set of knowledge-base articles for end users and technology staff, including, but not limited to, onboarding/offboarding guides, troubleshooting guides for common and unique issues and circumstances, internal team and external vendor contact, support, and escalation guides, and general operational runbooks.
Participate as needed in duties and responsibilities specific to your department’s operations, including but not limited to attending and supporting town halls, department, and team meetings, participating in routine one on ones with supervisors, and completing timesheets accurately and punctually.
Demonstrate an ongoing interest in personal development, including technology training and certifications, specialization of platform and service delivery, automating routine and error-prone tasks, and consistently exceeding our end-user expectations.