Senior Technical Support Analyst

This is a Full Time Job

Who are you:
An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

Job Summary: The Senior Technology Support Analyst is a ''Swiss Army Knife'' technical professional who serves as the primary point of contact for all organizational technology. This is a role designed for a proactive veteran of L1 and L2 support who can thrive in the sports and entertainment environment. You will be responsible for the health and reliability of our endpoint ecosystem, ensuring that technology is a seamless part of the guest and staff experience. Beyond traditional support, you will act as a proactive problem solver, identifying and fixing issues before they impact operations, while also contributing to foundational information security initiatives.

Key Responsibilities:

L1/L2 Support & Troubleshooting
• Serve as a primary technical responder, resolving the majority of hardware and software issues on the first touch
• Provide senior-level support for a diverse fleet of Windows, macOS, iOS, and Android devices.
• Own the setup, maintenance, and troubleshooting of all office and venue peripherals, including printers, scanners, and docking stations.

Modern Endpoint & M365 Support
• Act as the subject matter expert for the client-side Microsoft 365 experience (Outlook, Teams, OneDrive, SharePoint).
• Execute device deployments and lifecycle management using Microsoft Intune and Windows Autopilot.
• Manage user identity and access within Entra ID (Azure AD) with a focus on accuracy and security.

Proactive Venue & Event Readiness
• Conduct regular proactive ''sweeps'' of the office and venues to identify and resolve technical debt or aging hardware before it fails.
• Lead technical checks for meetings, game days, and live events to ensure mission-critical technology is flawless.
• Maintain high-quality documentation to standardize support across the organization.

Information Security Analyst Foundations
• Monitor and triage security-related tickets, including phishing reports and suspicious login activity.
• Assist Senior Security Manager with audit data gathering, analytics, and reporting.
• Collaborate with the security team to implement and enforce foundational security policies.
• Maintain risk register, updates, and remediation documentation

Requirements:
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).5 years of experience in a high-volume L1/L2 technical support role.
• Proven expertise in troubleshooting Windows 11, macOS, iOS, and Android platforms.
• Hands-on experience supporting Microsoft 365 Apps and mobile device management via Intune and Jamf.
• Strong familiarity with modern Helpdesk/ITSM systems
• Exceptional customer service skills with the ability to remain calm and professional under the pressure of executive support and live events.
• Ability to work a flexible schedule, including nights and weekends, to support the event calendar.

Preferred Qualifications
• Relevant technical certifications (e.g., Microsoft 365 Certified, CompTIA Security , or Network ).
• Previous experience in sports, entertainment, or hospitality technology environment.
• Experience with basic PowerShell scripting for support automation.