Service Desk Specialist

  American Professional Baseball Team
  Northeast Region
  Sports Services
  Posted/Updated: 03/05/21

Job Summary

Successful applicants can work in a fast-paced, highly collaborative environment. We are looking for applicants who take pride in the quality of their work and who share our commitment to honesty, integrity, and personal accountability. You must have strong verbal and written communication skills and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts.
Essential Duties and Responsibilities

  • Monitor and respond quickly and effectively to requests received through the Service Desk ticketing queue
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

  • Modify configurations, utilities, software default settings, etc. for the local computer device

  • Root cause analysis for end user problems

  • Create Technical Documentation

  • Escalating technical support issues internally and externally to technology partners

  • Evaluate documented resolutions and help contribute to the resolutions library. Develop help sheets and FAQ lists for end users.

  • Assuming the Technical Escalation Service Desk on-call duties as scheduled/required

  • Analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
  • Submit regular time sheet entries

Preferred Experience

  • Business application support (Microsoft Office, Outlook etc…)

  • Troubleshooting Citrix and LAN/WAN connectivity issues. 

  • Mobile device support (iOS, Android, Microsoft) 

  • Service ticket administration and time entries 

  • Hardware configuration – setting up computers, thin clients, iPads 


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