Part Time User Support Technician

Part Time User Support Technician
PHX Arena
Phoenix AZ

Job Summary:

Player 15 Group includes several companies and many collaborative departments that support the Phoenix Suns Phoenix Mercury and PHX Arena.

Would you like to win championships and create sustained success Player 15 Group is looking for individuals who are committed to pursuing excellence win championships create sustained success and desire to play a role in creating memorable experiences.

We are seeking an experienced and highly motivated Part Time User Support Technician to assist team members with front-line technical support and triage.

What You Will Do:

• Triage front-line Technology Services Helpdesk support requests from end users and make initial resolution attempts.
• Disseminate support requests which cannot be resolved by the front-line team.
• Effectively prioritize incident and problem resolution.
• Be aware of developing support issues and report these to the line manager and/or relevant Technology Services teams in a timely manner.
• Ensure end users and key contacts across all properties are appraised in a timely manner of issues having a detrimental impact on service provision.
• Carry out routine access control monitoring and housekeeping tasks as required.
• Gain and apply knowledge of Player15 Groups technical architecture and systems to support issue diagnosis and resolution.
• Collaborate with project leaders and team members while maintaining broad technical expertise across platforms like Microsoft 365 Intune Jamf and Freshservice.
• Create and maintain operational procedures and end-user documentation; communicate effectively across all levels.
• Support event setup and A/V duties at PHX Arena HQ and performance centers ensuring smooth tech operations.
• Diagnose incidences and provide technical assistance in person for tickets
  assigned to the helpdesk team including (but not limited to):
  • User rights and user policies.
  • Network shares and quota management.
  • Papercut file and print servers.
  • Microsoft 365 Adobe and other account management and administration.
  • Apple Mac and PC corporate desktop configurations to support the Player 15 corporate build.
  • One-time Administration rights Authenticator (2FA) and device enrolment and in doing so collaborate closely with technical staff within Technology Services and third-party service providers.

What We Need from Our User Support Technician:

• Proven experience in end-user support delivering excellent customer service with strong verbal and written communication skills.
• Skilled in creating reports and technical documentation to company standards with strong time management and self-direction.
• Strong analytical and problem-solving abilities to diagnose technical issues and recommend effective solutions.
• Solid understanding of technical architecture and how network server database desktop and telephony systems interconnect.
• Strong teamwork and interpersonal skills to collaborate effectively with staff and vendors.
• Experience in customer service and handling support requests through a ticketing system.
• A proven ability to work in a technical environment which includes Windows
  OS Apple Mac OS MS Office 365 including Outlook / Exchange Word
  OneDrive Powerpoint and Excel
• Ability to learn more complex technical systems such as Microsoft Active
  Directory Microsoft Azure Jamf Intune Lansweeper and others as directed by
  a line manager.

What You Can Expect:
The work environment characteristics described here are representative of those that must be met by the User Support Technician to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transit throughout the arena for prolonged periods of time.
• This position works mainly indoors removed from extreme weather; exposure
  to weather is <5%
• S-Sedentary Work Exerting up to ten pounds of force occasionally.
• Must be able to carry on a conversation both on the phone and in-person.
• Ability to Read Write & Speak in English
• Visit our Culture page to learn more about our culture and work environment.

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race color religion sex national origin age sexual orientation gender identity gender expression veteran status or disability. Please note this job description is not crafted to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice. For questions about this career opportunity please contact the People & Culture Recruiting team at

Required Experience:

IC