Technical Support Specialist

Information Services Seattle, Washington


Description

Job Title:                   Technical Support Specialist

Department:              Information Services

Reports To:               Systems Administrator

Status:                       Full-Time, Exempt

 

Primary Objective:  Responsible for providing support services to all staff and departments. Will report to Systems Administrator for network and server infrastructure and actively participate in general help desk response and other IT projects. Share support work during the season working at baseball games and other major events as required.

 Essential Functions:

  • Respond to Help Desk requests.
  • Respond to server and network incidents and health.
  • 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 systems.
  • Will perform other duties as assigned.

Education and Experience:

  • Bachelor’s degree in Information Technology or related field required. Equivalent, relevant work experience may be considered in lieu of formal education, if approved by management.
  • Minimum of two (2) years of relevant work experience.
  • 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, Skype for Business, 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
  • Monitoring/Security: PRTG, Cisco Umbrella, Carbon Black, Darktrace, Sumo Logic



Competencies, 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 decision 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 Requirements and Working Conditions:

  • Remaining in a stationary position, often sitting for prolonged periods.
  • Repeating motions that may include the wrists, hands and/or fingers. (Computer, keyboard, mouse and telephone, performing clerical functions)
  • Accessing office and work areas.
  • Must be able to access assigned locations in T-Mobile Park including navigating concrete stairwells, ramps and concourses.
  • Must be able to move up to 10 lbs.