Senior Analyst

MLB (Job Board Only)•New York, NY

About The Position

The Senior Technology Services Analyst is the first and primary point of contact within the Technology department for Major League Baseball’s internal staff and external partners, and as such, this role demands premiere 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.

Requirements

Bachelor’s Degree in a computer technology capacity such as Computer Science, IT, Broadcast Technology, or equivalent work experience
Minimum of 5-7years’ 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, 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, etc.
Identity management platforms such as Okta, Active Directory and Azure AD
Networking fundamentals (IP, TCP/UDP, DDI, VLANs, WiFI, ARP, etc.)
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
Tenacious problem solver and continuous learner who can make routine decisions, solve complex problems and readily adapt new technologies in a fast paced, complex and demanding environment
Effective communicator, in both verbal and written form, able to articulate concepts and ideas, break through barriers, engage people, and work effectively with others under pressure
Ability to quickly establish credibility with multiple technical stakeholders, including executives, engineering, architecture, operations, security, quality assurance, etc.
Able to treat confidential information in a discreet and appropriate manner.
Demonstrate a commitment to highly professional & ethical standards in a diverse workplace
Ability to lift and carry a minimum of 20 pounds
Able 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

Nice To Haves

Prior experience working in the sports industry is helpful
Adobe Premiere and Creative Suite
Request and problem ticket tracking platforms such as ServiceNow
Device Management platforms such as Intune, JAMF, Kandji, etc.
Virtualization platforms such as VMWare and Citrix
Project and work management platforms such as Jira and Asana
Coding and scripting experience with a general purpose programming language (ie. Java, C/C++, Python, PowerShell)

Responsibilities

Provide frontline technology support, including, but not limited to, answering inbound calls, resolving request and incident tickets, staffing our technology desk, 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 1:1s with supervisors, and completing timesheets accurately and punctually
Be available to work a flexible schedule that includes non-standard hours (aka, before 9 AM or after 5 PM local time), as well as providing coverage on weekends and holidays
Be available to travel occasionally both domestically and internationally to support events, branch offices, and youth academies
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 exceed our end users' expectations
Support deployment, usage, integrations, incident and problem troubleshooting and remediation, and managing the overall service levels for accountable platforms and services
Identify opportunities to improve team efficiency and effectiveness through automation, new platforms and optimizations to existing platforms and vendor relationships, and policy and process changes for routine tasks, such as onboarding, offboarding, new hire / new user training
Mentor, train, and lead by example to existing and new members of the team, including staff, contractors, freelancers, and interns