Help Desk Technician

Sportsmedia Technology Corp•Durham, NC

29d•Hybrid

About The Position

As part of our Help Desk team, you’ll provide support to SMT clients who rely on our software and hardware during live events, broadcasts and daily operations. You’ll partner with a collaborative group of technicians and report to the Durham Help Desk Manager. This position requires some availability during nights, weekends, and holidays due to the nature of client operations and live event coverage. This is a hybrid position required to report to our Durham, NC office.

Requirements

Bachelor’s degree in Computer Science, IT, or related field — or equivalent industry experience.
1–2 years of customer support experience serving internal and external clients.
Strong verbal and written communication skills.
Problem‑solving and analytical abilities.
Basic knowledge of PC systems, Windows software, and networking concepts.
Understanding of sports rules and terminology.
Time management skills and ability to meet deadlines.
Customer‑focused approach and ability to thrive in a team-oriented, fast-paced environment.

Responsibilities

Identify, diagnose, and resolve Tier 1 issues for SMT clients.
Clearly communicate solutions to end-users within SMT time standards and maintain up-to-date documentation.
Use SMT’s internal systems to track calls, generate reports, and monitor daily help desk activity.
Install software releases for remote clients according to deployment schedules.
Monitor data moving to and from the Data Operations Center in Durham.
Support studio and remote clients with stats, graphics equipment, and scoreboard interface troubleshooting.
Collaborate with other technicians to ensure exceptional service delivery.