Overview

　　The Technology Services Analyst position is a cornerstone of the Technology Services and the greater IT team. As a member of the Technology Services Support team, you are the first point of contact with the Technology Department for the majority of the business and as such you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently.

　　Responsibilities 

　　Providing first, second and third level technology support, including but not limited to receiving calls, opening and logging tickets, addressing issues that can be quickly resolved, and routing/escalating trouble tickets to the appropriate resource. Diagnosing, repairing, configuring and imaging both Apple Mac and Windows PCs. Responding to calls within SLAs and updating tickets for tasks completed. Be responsible for ad-hoc end-user support, managing priorities and communications effectively and efficiently. Escalating major incidents to IT management quickly and clearly. Maintain a flexible schedule and be available to work non-standard business hours upon request or as needed. This includes weekends and some holidays. Mentor, train and lead by example to existing and new members of the team. Contribute to creation of meaningful knowledge base articles for end-users and IT members. Continue to learn about MLB supported applications including new features and enhancements. Identify opportunities to improve team efficiency and effectiveness through automation. Provide root cause analysis of IT issues on multiple technologies and platforms, including hardware, software, tools, services, networks, and audio conferencing equipment. Be part of on-call rotation for end-user support after hours. Willing and able to occasionally travel as necessary for event support both internationally and domestically. Perform duties and responsibilities specific to department functions and activities including but not limited to: timesheets, special projects, meetings with staff and 1:1's with supervisors.

　　Qualifications

　　Bachelor’s Degree in computer field or equivalent work experience. Minimum of 5 years’ experience in end-user technology support in a medium or large enterprise environment. Active Directory, Azure AD administration and scripting experience with PowerShell. Per the NYC pay transparency law, the hiring range for this position is $60,000 to $75,000.

　　As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, skills and any other factors Major League Baseball (MLB) considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees. MLB offers employees a full range of best in class benefits with no employee contributions towards medical, dental, and vision coverage premiums, as well as incentive and recognition programs, life insurance and automatic employer 401k contributions. All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended from time to time.

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