Sr. Technical Support Specialist

Company: Seattle Mariners
Location: Seattle
Posted on: May 26, 2023

Job Description:

JOB DESCRIPTIONJob Title: Sr. Technical Support SpecialistDepartment: Information ServicesReports To: Director, Information ServicesStatus: ExemptPrimary Objective:Responsible forproviding support services to Mariners staff and departments. Will and actively participate in general help desk response and other IT projects and work with IT leadership on network and server infrastructure needs. Essential Functions:

• Manage and triage incoming IT Service Desk tickets daily. Provide regular written or verbal follow-ups with users, maintain clearly written and comprehensive ticket work notes, and resolve tickets in a timely manner
• Respond to server and network incidents and health. Completes a daily analysis of infrastructure and network devices for any potential performance, availability, and/or stability issues, and resolve any issues that are discovered.
• Support Active Directory, network services, and server resources.
• Support backups, security, and front office applications.
• Utilize available tools and technology to provide high level of availability of all systems.
• Support game day and other major events by being onsite during event or being on-call when offsite.
• Desktop/Laptop deployment, management, and repair.
• Server/Network deployment, management, and repair.
• Contribute documentation for all relevant systems.
• Produce and maintain detailed infrastructure and network diagrams, technical process documentation, and troubleshooting guides.
• Configure new and replacement network devices from a provided template.
• Work and communicate at a technical level with vendors and vendor support services to troubleshoot network issues.
• Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested
• Maintain awareness and adherence of security measures, policies, methods, and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes
• Maintain knowledge of hardware and software supported and how various departments, practice groups, and teams utilize them to support business processes
• Coordinate timely repair of hardware with outside vendors, monitoring inventory levels, verifying bills/invoices, etc.
• Generate and maintain hardware and software inventories for the office
• Assist with scheduling and communicating all system changes and downtime within the office as requested
• Will perform other duties as assignedEducation and Experience:
  • Bachelor's Degree in in Computer Science, Information Management, Engineering, or related field. Equivalent required. Relevant work experience may be considered in lieu of formal education requirements, if approved by management.
  • Minimum of 3-5 years of relevant work experience required, which should include a minimum three years' experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution.
  • Broad knowledge of hardware and software technologies with experience supporting a variety of productivity and email solutions for Microsoft Windows, Android and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds.
  • Experience with and demonstrated understanding of handling confidential material. Skills which are desired, but not required:
    • Previous experience in the event industry in stadium/arena/convention center, etc.
    • Comptia A+, Comptia Network+ or Cisco CCNA, Microsoft MCSA in Windows Desktop and/or Server.
    • Operating Systems: Windows 7 & 10, Windows Server 2008 R2, 2012 R2, 2016, MacOS
    • Windows Server Roles/Features: Active Directory, DHCP, DNS, Hyper-V, File Shares, Quotas, Group Policy, Cluster Management, iSCSI, MPIO, IIS
    • Hardware: HP Servers, Nimble Storage, Synology NAS, white box Windows pc's, Lenovo laptops, Mitel phones, HP Printers
    • Software: Exchange, Microsoft TEAMS, Microsoft Office, SQL, OneDrive
    • Networking: Cisco Switches, Routers, Wireless, Meraki; SD-WAN; WatchGuard;
    • Management/Monitoring: System Center Virtual Machine Manager, System Center Configuration Manager, PRTG, Cisco
    • Cloud Services: Microsoft ADFS, Okta, DirSync, Azure, AWS, Office 365, GCP
    • Monitoring/Security: PRTG, Cisco Umbrella, Carbon Black, Darktrace, Sumo Logic
    • Experience with Microsoft Windows Active Directory, PowerShell scripting, shared file services and access control via groups, Unix tools, spreadsheet and wiki applications, and an enterprise-level Service Management tool such as ServiceNow, eDiscovery concepts and tools, DocuSign workflow management.
    • Experience automating or improving recurring tasks, e.g., imaging workstations, using, or writing PowerShell to query a database for multiple user's information
    • ITIL Foundations V3 certificationCompetencies, Knowledge, Skills and Abilities (KSA's):
      • Dedicated to excellence and customer focus; available to internal customers via email in the evening and on weekends should they need support.
      • Willingness to learn new skills and technologies in a fast-paced environment.
      • Strong troubleshooting skills demonstrated through ability to think of symptoms mechanically to diagnose and solve larger problems.
      • Proven proficiency using built-in and enterprise system tools to track and troubleshoot issues.
      • Competent in required job skills and knowledge. Completes work assignments thoroughly and completely in an accurate, and prompt. Identifies and corrects errors. Is careful, alert, and accurate, paying attention to details of the job.
      • Demonstrates through their actions and interactions with others a commitment to Mariner Purpose, Mission and Values.
      • Makes decisions and takes actions that contribute to exceptional experiences for guests.
      • Shares and expresses thoughts in a clear and effective manner through verbal and written communication skills. Exhibits effective listening skills and builds positive relationships with all team members, vendors, and guests. Is diplomatic, tactful, and professional in all forms of communication.
      • Takes personal responsibility for getting things done in a way that positively and professionally represents the organization.
      • Understands and supports the team and is quick to volunteer to assist others. Others view most interactions as being positive with a willingness to achieve common goals. Effective in working with others to cooperatively solve problems. Workplace behavior is consistently respectful of others.Physical Activities and Working Conditions Necessary to Perform Essential Functions:
        • Must be able to work periodic evenings, weekends, and holidays, as needed to provide shared support servicesThe Mariners are committed to providing a competitive total rewards package for our valued Team Members.The anticipated range of base compensation for this role is $65,000 to $75,000 annually. In addition, we offer eligible Team Members a comprehensive benefits package including medical, dental, vision, life insurance and a competitive 401(k) company match. We also provide complimentary parking, paid public transportation, paid parental leave, 80 hours of paid time off annually, and 9 days of paid holidays per year. Our total rewards offerings are best-in-class!All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended from time to time.This information is being provided in accordance with the Washington State Equal Pay and Opportunity Act.

Keywords: Seattle Mariners, Seattle , Sr. Technical Support Specialist, IT / Software / Systems , Seattle, Washington