Senior End User Support Specialist

Job Summary: This role will serve as primary, first-level end user support across the organization.  The individual will manage the full lifecycle of help desk / incident tickets, including submission, review and categorization, assignment, resolution and reporting.  They will also have a focus on resolution of the root cause to avoid additional instances of the same issue.  The end user support team will support all devices and applications provided to users, as well as use of shared infrastructure such as printers, WiFi and IPTV.  The team will escalate platform and product issues to the network and operations resources where appropriate for resolution.  This position will also provide event support on a shared, rotating basis, for the 81 home baseball games each season and for the 45 days of Spring Training each year.

·       Manage help desk platform and evaluate on an ongoing basis whether it is meeting organizational needs

·       Manage queue of help desk tickets, including both assigning activity to team and hands on handling of issues

·       Prepare both PC and Mac devices for deployment to users across the organization

·       Support mobile device swaps for cell phones and hot spots on the Royals corporate plan

·       Participate in the support of baseball game events as part of a rotating team                                                                         

·       Travel to and participate in the support of Spring Training in Surprise, Arizona

·       Support technology and audio-visual needs of non-game events and activities

·       Broaden and deepen end user knowledge of platforms and technologies used by the organization, including, but not limited to, cloud telephony, IPTV, WiFi, network switch configuration, identity management and multi factor authentication, and cybersecurity platform tools

·       Support the enforcement of organizational technology policy, and recommend changes and improvements to policies
 

·       This is an experienced user support position with a strong working knowledge of both PC and Mac based systems; preferably 5+ years of experience in a helpdesk support role

·       Experience leading a small team

·       Experience supporting a remote workforce

·       A minimum of a technical certification is required, with a preference for completion of an associate or bachelor’s degree program

·       Strong interpersonal and communication skills, with a focus on building and maintaining trusted relationships

·       Strong analytical troubleshooting and problem-solving skills
 

·       Ability to lift items weighing as much as 25 pounds 

·       Must be able to work in a seated position for majority of workday

·       Must be able to be productive utilizing a computer keyboard and telephone

·       Must be able to be productive in a work environment where the noise level can be high at times

·       Must be comfortable walking to navigate the facility to access the office, concourse, etc.

·       Must be able to work extended hours and/or weekends as required by deadlines and event scheduling

The physical demands described here are representative of those that may be met by an employee to successfully perform the essential functions of this job. 

 This role is a Full-Time, Exempt opportunity that is eligible for Company Benefits, 401K, and PTO. This role is expected to have a standard 40-hour work week.