Technology Services Analyst (Seasonal)

Major League Baseball is looking for a Technology Services Analyst in the Technology department to serve as the first and primary point of contact for Major League Baseball’s internal staff and external partners, delivering premiere technical and customer service skills, professionalism, and initiative to resolve problems quickly and efficiently, while deploying and maintaining mission-critical collaboration, productivity, and work management platforms.

Responsibilities

Provide frontline technology support, including, but not limited to, answering inbound calls, resolving request and incident tickets, staffing the technology desk, addressing end user issues in person and remotely with punctuality, courtesy, and professionalism, and escalating problems and major incidents promptly

Configure, deploy, and troubleshoot Apple and Microsoft Windows-based user equipment, including, but not limited to, desktops, laptops, tablets, mobile phones, printers, and peripherals such as monitors, keyboards, and mice

Support Audio/Visual and conference room technology and events as needed

Open support cases and troubleshoot and resolve vendor equipment and platform issues as needed

Contribute to maintaining a meaningful and relevant set of knowledge base articles for end users and technology staff, including, but not limited to, onboarding / offboarding guides, troubleshooting guides for common and unique issues and circumstances, internal team and external vendor contact, support, and escalation guides, and general operational runbooks

Participate as needed in duties and responsibilities specific to department operations, including, but not limited to, attending and supporting town halls, department, and team meetings, participating in routine one-on-one meetings with supervisors, and completing timesheets accurately and punctually

Be available to work a flexible schedule that includes non-standard hours (also known as before 9:00 AM or after 5:00 PM local time), as well as providing coverage on weekends and holidays

Be available to travel occasionally both domestically and internationally to support events, branch offices, and youth academies

Demonstrate an ongoing interest in personal development, including technology training and certifications, specialization of platform and service delivery, automating routine and error-prone tasks, and consistently exceeding end users' expectations

Support deployment, usage, integrations, incident and problem troubleshooting and remediation, and managing the overall service levels for accountable platforms and services

Identify opportunities to improve team efficiency and effectiveness through automation, new platforms, optimizations to existing platforms and vendor relationships, and policy and process changes for routine tasks, such as onboarding, offboarding, and new hire / new user training

Qualifications & Skills

Bachelor’s Degree in a computer technology capacity such as Computer Science, Information Technology, Broadcast Technology, or equivalent work experience

Prior experience working in the sports industry is helpful

Minimum of 3-5 years’ experience in end-user technology support in a medium or large enterprise environment

Ability to work independently, prioritize a variety of tasks, and collaborate effectively in a complex environment with multiple teams

Passionate about customer service and satisfaction

Demonstrate sufficient professionalism to interact with and communicate technical concepts and solutions to non-technical staff, including executives, on-air talent, and VIPs

Tenacious problem solver and continuous learner who can make routine decisions, solve complex problems, and readily adapt new technologies in a fast-paced, complex, and demanding environment

Effective communicator, in both verbal and written form, able to articulate concepts and ideas, break through barriers, engage people, and work effectively with others under pressure

Ability to quickly establish credibility with multiple technical stakeholders, including executives, engineering, architecture, operations, security, quality assurance, etc

Able to treat confidential information in a discreet and appropriate manner

Demonstrate a commitment to highly professional & ethical standards in a diverse workplace

Ability to lift and carry a minimum of 20 pounds

Able to work non-traditional hours, in non-traditional settings, including occasional weekends, evenings, and holidays as well as potential travel to industry and baseball special events

Required Experience

Strong Windows and MacOS fundamentals and troubleshooting skills, including hardware troubleshooting and repairs, core operating system functionality, domain integration, and problem resolution

Microsoft Office 365 and common email clients, including Outlook for Windows, MacOS, and iOS, Apple Mail, Outlook Web Access, Exchange Online, SharePoint Online, OneDrive, and Office Online

Google Workspace fundamentals, including Google Drive, Docs, Sheets, Slides, etc

Collaboration and productivity platforms such as Slack, Zoom, Atlassian Cloud, Box, etc

Identity management platforms such as Okta, Active Directory, and Azure Active Directory

Networking fundamentals (IP, TCP/UDP, DDI, VLANs, Wi-Fi, ARP, etc)

Helpful Experience

Adobe Premiere and Creative Suite

Request and problem ticket tracking platforms such as ServiceNow

Device Management platforms such as Intune, JAMF, Kandji, etc

Virtualization platforms such as VMWare and Citrix

Project and work management platforms such as Jira and Asana

Coding and scripting experience with a general-purpose programming language (i.e., Java, C/C++, Python, PowerShell)

Pay Rate: $35.00 per hour

The actual offer will carefully consider a wide range of factors, including your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision.

Why MLB?

Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. Employees love working at MLB because of the culture of growth, teamwork, and professionalism. Employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the Team first. For those ready to step up to the plate and join the major leagues, MLB takes the same approach as teams do with their players: empowering our “workforce athletes” to be at their best by engineering experiences that put employees in the best position to succeed. Major League Baseball is looking for candidates who are passionate about growing America’s pastime to best serve its fans for decades to come.

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Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at [email protected] . Requests received for non-disability related issues, such as following up on an application, will not receive a response.

Are you ready to Step Up to the Plate? Apply below!