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The Pirates Why
The Pittsburgh Pirates are a storied franchise in Major League Baseball who are reinventing themselves on every level. Boldly and relentlessly pursuing excellence by:
- purposefully developing a player and people-centered culture;
- deeply connecting with our fans, partners, and colleagues;
- passionately creating lifetime memories for generations of families and friends; and
- meaningfully impacting our communities and the game of baseball.
At the Pirates, we believe in the power of a diverse workforce and strive to create an inclusive culture centered in Passion, Innovation, Respect, Accountability, Teamwork, Empathy, and Service.
Job Summary
This position will serve part in the initial point of contact for all Information Technology related support requests. Under the direction of the Director, IT Services, complete steps of triage of incoming work orders assigning requests based on IT policies and procedures.
Responsibilities:
Primary:
- Answer the IT Service Desk phone and monitor the Service Desk workorder portal. Log all submitted workorders and assign workorders according to guidelines and practices.
- Track workorders in the Service Desk ticket system. Gather updates from technicians when needed and update workorder status. Notify Director, IT Services of delays in workorder completion when appropriate.
- Develop user documentation for enterprise and custom software applications. Ensure documentation is updated when new versions are deployed.
- Maintain and monitor status of office printing equipment and coordinate with vendor to ensure adequate supplies are on hand to maximum operational up-time.
- Assist IT Analyst with documentation of user requirements during systems analysis and design efforts.
- Assist with the diagnosis and correction of Level 1 issues and the implementation of design changes.
- Work with the Service Desk team to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Other duties as assigned by Director, IT Services.
Secondary:
- Provide game day coverage as part of the IT team game rotation and during special events such as concerts.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Qualifications:
- Enrolled in a bachelor’s degree-seeking program in Computer Science, Information Systems, or equivalent at a Junior, Senior or Graduate level.
- Solid experience using Microsoft Office products, including the ability to use advanced features in MS Word and Excel.
- Ability and desire to provide excellent Customer Service. Passion for making sure users’ needs are met and issues are addressed in a timely and satisfactory manner.
- Understanding of Windows/Mac platforms and basics of network infrastructure.
- Excellent communication skills. Ability to comprehend problems users are experiencing as communicated during phone calls and to ask the necessary questions to clarify issues.
Equal Opportunity Employer
The Pittsburgh Pirates are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
