IT Service Desk Support Technician - HBSE (Camden · NJ)

HBSE jobs
Sports Jobs in Camden · NJ
Technical Services: IT Database Management/Services
WHO WE ARE:
Founded by Josh Harris and David Blitzer, Harris Blitzer Sports & Entertainment (HBSE) includes in its portfolio the Philadelphia 76ers, the New Jersey Devils, leading venue Prudential Center in Newark, N.J., the GRAMMY Museum Experience Prudential Center, the Delaware Blue Coats, the Binghamton Devils, the Sixers Innovation Lab Crafted by Kimball, and renowned esports franchise Dignitas. Led by some of the best and brightest minds across a diverse spectrum of industries, HBSE positions itself as one of the most pioneering, innovative global sports and entertainment businesses to date. HBSE also strives to positively impact the local communities in which it operates through the powerful platform of sports.

HBSE offers an energetic work environment built on collaboration, growth, and a quest to excel in everything we do. Prudential Center in downtown Newark, N.J. hosts more than 175 concerts, family shows and special events annually and is the fourth-ranked sports and entertainment venue in the U.S. by Pollstar and Billboard. It is home to the New Jersey Devils, a renowned NHL franchise with three Stanley Cup championships and a proud, passionate fan base. Prudential Center is also home to the brand-new GRAMMY Museum Experience, the first and only of its kind on the east coast.

OUR COMMITMENT TO DIVERSITY:
At HBSE, we engage, represent and reflect diverse voices of employees, players fans and communities. We are dedicated to hiring the best talent that is reflective of where we live, work and play – across all groups and levels; supporting and developing every employee to reach their potential; and creating an inclusive environment that allows team members to bring their true authentic selves to work.


POSITION SUMMARY:
Person is responsible for responding to end user requests in a timely manner under the direction of the Director of IT. 

In this role, successful candidate is expected to independently deal with in-depth troubleshooting and backend system analysis to provide timely technical solution to the end user or diagnose and escalate issues to the system engineers and administrators. Support technician at this level is expected to have an in depth understanding of the products and IT services used at HBSE and extensive experience in troubleshooting. While we do not expect that technician at this level will act as an architect or engineer, they will need to display experience with using, programming, and administering products under their support. 
This position is based out of Camden, NJ, and it provides IT support services to all users and systems across HBSE as well as IT support services for events and games at the Prudential Center and practice facility.
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
  • Follow and refine IT SOPs and enforce established IT policies and practices.
  • Identify and troubleshoot technical issues and when necessary, create procedures and documentation that will provide more efficient problem resolution in the future.
  • Maintain existing and write new IT Services and Support FAQ and self-help procedures
  • Provide systems and applications training to end users and create short IT tips and training videos
  • Provide IT support for games and events which will include basic network troubleshooting, ethernet structured cabling management, support and troubleshooting for MFP fleet, escalation and interfacing with network engineers and system administrators, provide IT support to media, talent, promoters, team personnel and event staff.
  • Assist customers with problem resolution at the desk-side or via remote control software while logging request in the service desk ticketing systems.
  • Configure, image, and deploy laptop, desktop and mobile devices and related office software.
  • Maintain or repair PC, Apple MacBook, and other end user IT peripherals and devices. 
  • Troubleshoot a variety of computer issues; ranging from hardware and operating systems to line of business applications and related peripherals.
  • Monitor service desk ticketing system and completes tickets in an efficient manner.
  • Diagnose system failures and determines most cost-effective solution to resolve them.
  • Develop and demonstrate in depth knowledge of the specialty applications used at HBSE.

QUALIFICATIONS:
  • Post-secondary education in the field of computer science, equivalent experience or advanced IT certifications from accredited industry vendors and associations
  • Advance knowledge of Windows 10 Pro OS, Mac OS, Apple iOS and Google Android OS
  • Customer service experience and expertise is required.
  • Experience with printer and MFD fleet management software. 
  • Excellent oral and written communication skills. 
  • Ability to manage multiple requests simultaneously.
  • The following with minimum 5 years’ experience: 
    • Windows 10 
    • Mac OS in Office Environment 
    • Helpdesk experience 
    • Office 365 with Exchange/Outlook 
    • Audio/Video equipment support
    • Experience in generating IT documentation and procedures 
  • Microsoft certifications are desired
  • Basic networking knowledge. Network operations experience is a plus. 
  • Executive Office support is a plus.
  • Ability to work a flexible schedule including days, nights, weekends, and possible infrequent holidays. 
  • Ability to work as a team member or alone on a specified task

WORKING CONDITIONS:
  • Physical Demands:  With the size of the arena and distributed work force throughout the facility and offices, this role will require occasional 
  • May require ability to lift equipment up to 50 pounds
  • COVID-19 Vaccine Required: As of the first day of employment, you must be able to demonstrate proof that you are fully vaccinated (as defined by the CDC) against COVID-19, unless you are granted a medical or religious exemption in accordance with Company policy.

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.