Sr. Service Desk Analyst
Major League Baseball
Greater NYC Area
1 week ago
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.