Service Desk Technician II

Monumental Sports & Entertainment - Senior

Washington · DC

hour ago

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Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

You will provide first-class customer service and value for our fans.
You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
You will innovate. We are nimble and first to market. We are not averse to risk.
You will have fun. We are in the business of happiness.

Position Overview:

The Technology Service Desk Engineer II is responsible for supporting all MSE staff and live events by providing Tier 2 Technical assistance across hardware, software, networking, server, and broadcast environments. Key responsibilities include account administration, live event support, basic network troubleshooting, cable infrastructure maintenance, documentation, and collaboration with Tier 1 staff.

Are you experienced in supporting complex enterprise systems, possess strong analytical and problem-solving skills, and thrive in fast-paced environment? Apply today! We would love to hear from you.

Responsibilities:

Provide Tier 2 Level Technical Support for all MSE end-users focusing on advanced troubleshooting of hardware, software, network, broadcast, and A/V systems.
Coordinate and resolve account management issues with regards to Active Directory, Azure/Entra ID, Exchange, SharePoint, and Print Server systems.
Assist with managing endpoints using Microsoft Intune, Auto Pilot, and JAMF Pro.
Assist with deploying and installing software patches, service packs, bug fixes across end-user machines, servers, and virtual machines via Tanium Deployment Tool.
Perform basic network troubleshooting with regards to switches, wireless access points, and port configurations.
Maintain data cabling and fiber systems along with data closets and cable paths.
Be responsible for technical support during live events at Capital One Arena.
Document and supervise all work in ticketing management system.
Collaborate with Tier 1 staff to resolve application issues and provide recommended solutions.
Create, maintain, and share detailed Standard Operation Procedures and Knowledge Base Articles.
Other duties as assigned.

Minimum Qualifications:

Associate degree in Computer Science or IT related field.
3+ years of experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
Experience with Microsoft, Azure Certified Associate, 365 Certified Associate, Active Directory, Windows Server, Exchange, SharePoint, Intune, JAMF preferred.
Extensive knowledge of computer software, desktop, hardware, networking and mobile operating systems.
Familiarity with working across Windows and macOS platform.
Experience in office automation products and computer peripherals including printers and scanners.
Outstanding interpersonal, written, and verbal communication skills.
Strong problem solving and critical thinking skills.
Ability to resolve issues remotely and provide clear instructions.
Ability to balance and prioritize work with competing target dates.
Flexibility to work evenings, weekends, and holidays as needed.

Pay Range: $115k - $130k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and 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.

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