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Support Desk Administrator - Washington Football Team (Landover · MD)

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Technical Services: Technical Support/Help Desk

TITLE: Support Desk Administrator
DEPARTMENT: Information Technology
REPORTS TO: Vice President of Technology
The Washington Football Team is seeking an individual to serve as administrative lead for resolving technology and operations support issues. Primary responsibility will be to ensure that all support issues are logged while providing consistent communication and high-caliber customer service throughout the resolution process. The Support Desk Administrator needs to be detail oriented and assertive, with excellent customer service skills and a background in technical or customer support.

  • Assist the Stadium Operations department in maintaining timely, professional and courteous technical support by managing communication with our customers and technical support staff
  • Answer all calls and emails to the Support Desk and provide updates throughout the resolution process
  • Prioritize and assign service calls based on availability and skills of technical staff
  • Maintain all tickets in Service Now support management system, ensuring accurate and timely information
  • Follow up on all incidents and requests to verify satisfaction with resolution process
  • Work with Information Technology staff to establish and maintain the processes necessary to improve operations and technical support
  • Create and maintain reports related to technical support to gain efficiencies, reduce resolution time and identify training opportunities

  • Experience with Service Now support management system preferred
  • Minimum two years of experience in a customer support role
  • Strong planning and organizational skills
  • Critical thinking and problem-solving skills
  • Excellent time management skills with ability to use independent judgment effectively
  • Excellent customer service attitude (internal and external)
  • Excellent communication (written, oral and interpersonal) skills
  • Ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
  • Possess high degree of discretion, integrity, professionalism, and accountability for area of responsibility and related results
  • Availability to work during standard support hours (M-F, 8:30 AM to 5:30 PM) along with occasional after-hours and weekend support
  • Other duties as assigned 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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