Technology Services Analyst

Position Title: Technology Services Analyst

Position Reports To: Manager, Technology Services

Position Summary: Major League Baseball is searching for a 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 premiere technical and customer service skills, professionalism, and initiative to get problems resolved quickly and efficiently.

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 exceed our end users' expectations.
• 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.

Skills & Experience:

• Minimum of 3-5 years' experience in end-user technology support in a medium or large enterprise environment.
• 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 a plus.
• Professional experience with the following technology platforms and processes:
  • Required
    • 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
    • Networking fundamentals (IP, TCP/UDP, DDI, VLANs, WiFI, ARP, etc.)
  • Helpful
    • Adobe Premiere and Creative Suite
    • ServiceNow for request and problem ticket tracking
    • 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)
  • 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.
  • Able 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.
  • 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.
  • 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, organized, demonstrate initiative and have an ability to complete multiple assignments in a timely manner.
  • Must be able to effectively work remotely when scheduled to work off-site and when covering on-call.
  • 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 in order to effectively deliver required work product.

Education: Bachelor's Degree in a computer technology capacity such as Computer Science, IT, Broadcast Technology, or equivalent work experience.

Remote Work Classification: In-Office.

Remote Work classifications may be changed or modified at any time by the Company.