Sr. Service Desk Analyst at Major League Baseball

| Greater NYC Area
!Sorry, this job was removed at 12:50 p.m. (EST) on Thursday, March 5, 2020
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Position Summary: MLB Network seeks a professional Sr. Service Desk Analyst with strong knowledge of information technologies. The Sr. Service Desk Analyst will support Staff and Freelancers to address and resolve any IT issues.

 

 Responsibilities:

  • Must be able to effectively work and multi-task in a rapid-paced 24/7/365 pressurized, live broadcast environment (including weekends, holidays, late nights).
  • Screen, respond to, and resolve requests for technical assistance in person, via phone, email, or ticketing system.
  • Provide triage support and route calls/requests as necessary to Engineering, Post-Production or Media Management.
  • Diagnose and resolve technical hardware and software issues.
  • Research to resolve complex technical issues escalated by Tier I team.
  • Track/route problems and requests. Document resolutions within our ticketing system and knowledge base.
  • Travel as required to provide IT/Engineering primary support for assigned events.
  • Identify and escalate issues as necessary to DBA’s, Sys Admins and Network Engineers.
  • Keep reporting manager up to date with shift reports, ticket closures, and inventory checkups.
  • Stay current with system information, changes and updates within Company.
  • Participate in the on-call rotation for off-hour Service Desk support.
  • Lead on major project initiatives involving members of upper management within other departments.
  • Create and maintain documentation and Standard Operating Procedures for the Service Desk.
  • Mentor and teach existing and new Service Desk staff on new responsibilities, technologies and tasks.
  • Work directly with Sys Admins, DBA’s and/or Network Engineers as necessary to resolve issues.
  • Other such duties as required.

Skills & Experience:

  • A minimum of 3-4 years of hands-on experience in a fast-paced IT environment
  • Advanced knowledge of the following IT Services: VMWare, Active Directory, DHCP, DNS, Group Policy, Acronis Imaging, Manage Engine software deployment.
  • Must be detail-oriented, thorough, and be able to maintain confidentiality.
  • Must be able to work independently yet strong collaboration skills are required.
  • This position requires a motivated individual who can interface with a diverse group of people in an evolving environment.
  • This position requires the ability to prioritize tasks and to take decisive action.
  • Strong knowledge of fundamental operations in relevant software, hardware and other equipment troubleshooting - including Windows and Mac devices.
  • Experience with Adobe Premiere and Creative Suite is a plus.
  • Experience with Service Pro a plus.
  • Prior networking experience in remote/field support a plus.
  • Experience in the television and/or media content production industries is a plus.
  • Must possess solid verbal and written communication skills
  • Demonstrate the skills required to work in a high pressurized live television environment.
  • Must work a flexible schedule, including nights, weekends, and holidays.
  • Must demonstrate sufficient professionalism to interact with executives, on-air talent and VP’s on an every day basis.
  • Must be highly courteous, organized, demonstrate initiative and have an ability to complete multiple assignments in a timely manner
  • Individual must work well in a dynamic environment and be able to recommend and implement process improvements, work independently and handle multiple tasks simultaneously
  • Must be able to analyze end user workflow issues and make recommendations and improvements
  • Ability to travel domestically and/or internationally as required.
  • Ability to lift up to 50 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 IT/Technical Communications, Broadcast IT or equivalent related experience is preferred

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • SpringFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • RedisDatabases

Location

Located in midtown west Manhattan across from Radio City Music Hall provides easy commuter access. Great restaurants in heart of NYC, let's go!

What are Major League Baseball Perks + Benefits

Major League Baseball Benefits Overview

We know that our employees' performance is directly related the environment that they're in. That's why at MLB, we provide exceptional Medical, Dental and Vision Coverage - premiums 100 percent employer covered - so you can focus on being your best.

Culture
Volunteer in Local Community
Partners with Nonprofits
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Pair Programming
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Dedicated Diversity/Inclusion Staff
Unconscious Bias Training
Diversity Manifesto
Someone's Primary Function is Managing the Company's Diversity and Inclusion Initiatives
Mean Gender Pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Vision plan has only a $10 co-pay for annual eye exams and maximum out of pocket cost of $25 for glasses and/or contact lens.
Health Insurance Benefits
Health insurance policy covers 100% of premiums, with no deductible and minimum co-pays when in-network.
Life Insurance
Life insurance is equal to 3 times an employee's annual salary. Premiums 100% employer covered.
Retirement & Stock Options Benefits
401(K)
Automatic annual employer contribution to 401(k)!
Performance Bonus
Match Charitable Contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 4 weeks of parental leave for the primary caretaker.
Family Medical Leave
Company-Sponsored Family Events
We often sponsor family oriented events!
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
We typically host company outings Quarterly.
Stocked Kitchen
Happy Hours
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and Learns
Cross Functional Training Encouraged
Promote from Within
Mentorship Program
Our mentorship program includes Career mentoring.
Continuing Education Stipend
Time Allotted for Learning
Online Course Subscriptions Available
Customized Development Tracks
Paid Industry Certifications
More Jobs at Major League Baseball62 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Legal
Marketing
Operations
Product
Project Mgmt
Content
Operations
new
New York
Marketing
new
New York
Data + Analytics
new
New York
Project Mgmt
new
New York
Operations
new
New York
Developer
new
New York
Content
new
New York
Developer
new
New York
Content
new
New York
Operations
new
New York
Data + Analytics
new
New York
Content
new
New York
Content
new
New York
Marketing
new
New York
Data + Analytics
new
New York
Design + UX
new
New York
Developer
new
New York
Operations
new
New York
Developer
new
New York
Developer
new
New York
Data + Analytics
new
New York
Developer
new
New York
Developer
new
New York
Operations
new
New York
Content
new
New York
Project Mgmt
new
New York
Project Mgmt
new
New York
Content
new
New York
Finance
new
New York
Design + UX
new
New York
Operations
new
New York
Content
new
New York
Developer
new
New York
Developer
new
New York
Product
new
New York
Finance
new
New York
Marketing
new
New York
Content
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Major League Baseball's full profileSee more Major League Baseball jobs