Desktop Support Specialist

San Diego, CA

SUMMARY:

Act as second level support for technology issues affecting internal and external staff; consistently striving to promote a strong customer service image within the organization. Work with IT team to build trust and positive working relationships by providing timely support to end-user community in a courteous and professional manner. The ideal candidate is a results-oriented, relentless and effective troubleshooter with excellent technical and customer service skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides support to Padres staff for technology related issues
• Ability to provide remote support for mobile users
• Manages escalation of major issues to third party support personnel
• Performs maintenance of hardware and software on desktops and laptops
• Maintains technical proficiency on all Padres end-user computing platforms: personal computers and laptops, Windows 10, 7, Microsoft Office, internet applications, scouting system, accounting applications, CRM, and other customized applications
• Assists with large hardware and software installations
• Updates and makes changes to assigned Help Desk tickets in call management portal
• Oversees IT hardware inventory and refresh program for corporate desktops and laptops
• Manages and updates documentation of standard procedures
• Works as “apprentice” to Network Administrator to continuously expand skill set
• Serves as back-up on all Network Administration responsibilities
• Mentor existing IT staff
• Provides assistance with IT projects as needed
• Participate in day-of-game and 24/7 on-call rotation schedules
• Other duties as assigned

JOB REQUIREMENTS: Must meet the following minimum requirements:

• Minimum of a 2-year Associate’s degree or equivalent experience
• Excellent general computer skills in a Microsoft Windows environment
• Ability to work well with people in a support and training role
• Ability to effectively diagnose and repair computer hardware and software problems
• Windows Server/Exchange administration and networking a plus
• Ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
• Possess high degree of discretion, integrity, professionalism, and accountability for area of responsibility and related results
• Minimum physical requirements: able to travel to and gain access to various areas of the ballpark for prolonged periods of time during games and events; able to lift and transport up to 50 pounds
• Display professional image and demeanor
• Ability to travel as needed
• Bilingual in English/Spanish a plus                                    
• Ability to work flexible hours including evenings, weekends, holidays and extended hours as needed

TITLE: Desktop Support Specialist

DEPARTMENT: Information Technology

REPORTS TO: Manager, Information Technology

SUPERVISES: N/A

STATUS: Non-Exempt/Hourly