Freelance Technology Services Analyst

MLB Network is searching for a Freelance Technology Services Analyst to be the first and primary point of contact within the Technology Department for the Companys internal staff and external partners. This role demands premier technical and customer service skills professionalism and initiative to get problems resolved quickly and efficiently. The role is also accountable for deploying and maintaining mission critical collaboration productivity and work management platforms.

Responsibilities:

• Provide frontline service desk support including but not limited to answering inbound calls resolving request and incident tickets staffing our tech bar 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 AV 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 your departments operations including but not limited to attending and supporting town halls department and team meetings participating in routine one on ones with supervisors and completing timesheets accurately and punctually.
• 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 our end-user expectations.
• Technology Services supports MLB Network a 24/7/365 operation. This employee must be available to work a flexible schedule including days nights and weekends.
• Other such duties as required.

Qualifications and Skills:

• Minimum of 3-5 years of experience in end-user technology support in a medium or large enterprise environment.
• Prior experience working in the sports industry is a plus.
• Prior experience in the television and/or media content production industries is a plus.
• Prior networking experience in remote/field support is a plus.
• Professional experience with the following technology platforms and processes:
  • Required
    • 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 Active Directory and Azure AD 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 Asana etc
    • Networking fundamentals
    • Fundamentals of Adobe Creative Cloud specifically Premiere After Effects Photoshop.
  • Helpful
    • ServiceNow for request and problem ticket tracking
    • Device Management platforms such as Intune Iru/Kandji etc.
    • Experience working within DEX platforms (Nexthink TeamViewer DEX etc.)
    • Virtualization platforms such as VMware Nutanix Azure Local etc.
    • Coding and scripting experience with a general-purpose programming language (i.e. Python PowerShell Bash etc.)
  • Ability to work independently prioritize a variety of tasks and collaborate effectively in a complex environment with multiple teams.
  • Be 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.
  • Ability to treat confidential information in a discreet and appropriate manner.
  • Demonstrate a commitment to highly professional and ethical standards in a diverse workplace.
  • Be available to work a flexible schedule.
  • Ability to work non-traditional hours in non-traditional settings. This includes occasional weekends evenings and holidays as well as potential travel to industry and baseball special events.
  • Must possess solid verbal and written communication skills.
  • Demonstrate the skills required to work in a high pressurized live television environment.
  • Must be highly courteous and organized demonstrate initiative and have the ability to complete multiple assignments in a timely manner.
  • Must be able to effectively work remotely when scheduled to work off-site and when providing on-call coverage.
  • Be available to travel occasionally both domestically and internationally to support events branch offices and youth academies.
  • Ability to lift up to 25 pounds.
  • Possess the visual acuity needed to effectively deliver required work product.
  • Possess the auditory acuity needed to effectively deliver required work product.
  • Ability to sit stand kneel bend twist and turn for sufficient lengths of time to effectively deliver required work product.

Education:

• Bachelors Degree in a computer technology capacity such as Computer Science IT Broadcast Technology or equivalent work experience.

Position Reports to:

• Manager Technology Services

Pay Range: $30 - $32 per hour

As a candidate for this position your salary and related aspects of compensation will be contingent upon your work experience education skills and any other factors MLB Network considers relevant to the hiring addition to your salary MLB Network believes in providing a competitive benefits package for its employees.

Top MLB Network Perks & Benefits:

• Medical/Dental/Vision Coverage
• Company Contributed 401K Plan
• Paid Sick Time
• Commuter Benefits
• Discounts at MLB Store
• Employee Assistance Programs (EAP)

Why MLB Network

MLB Network is the ultimate television destination for baseball fans with studios located in Secaucus N.J. just minutes from New York City. Featuring live regular season games original programming highlights insights and analysis from the best in the business MLB Network produces baseball content for delivery to multiple media platforms. Cutting-edge technology is used to create MLB Networks Emmy Award-winning programming via roles in live studio and remote production operations engineering media management creative services social media and others.

Applicants requiring a reasonable accommodation for any part of the application and hiring process please email us at . 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!