Service Desk Technician II

This is a Full Time Job

The Technology Service Desk Engineer II is responsible for supporting all MSE staff and live events by providing Tier 2 Technical assistance across hardware, software, networking, server, and broadcast environments. Key responsibilities include account administration, live event support, basic network troubleshooting, cable infrastructure maintenance, documentation, and collaboration with Tier 1 staff.

Are you experienced in supporting complex enterprise systems, possess strong analytical and problem-solving skills, and thrive in fast-paced environment? Apply today! We would love to hear from you.

Responsibilities:
• Provide Tier 2 Level Technical Support for all MSE end-users focusing on advanced troubleshooting of hardware, software, network, broadcast, and A/V systems.
• Coordinate and resolve account management issues with regards to Active Directory, Azure/Entra ID, Exchange, SharePoint, and Print Server systems.
• Assist with managing endpoints using Microsoft Intune, Auto Pilot, and JAMF Pro.
• Assist with deploying and installing software patches, service packs, bug fixes across end-user machines, servers, and virtual machines via Tanium Deployment Tool.
• Perform basic network troubleshooting with regards to switches, wireless access points, and port configurations.
• Maintain data cabling and fiber systems along with data closets and cable paths.
• Be responsible for technical support during live events at Capital One Arena.
• Document and supervise all work in ticketing management system.
• Collaborate with Tier 1 staff to resolve application issues and provide recommended solutions.
• Create, maintain, and share detailed Standard Operation Procedures and Knowledge Base Articles.
• Other duties as assigned.

Minimum Qualifications:
• Associate degree in Computer Science or IT related field.
• 3 years of experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Experience with Microsoft, Azure Certified Associate, 365 Certified Associate, Active Directory, Windows Server, Exchange, SharePoint, Intune, JAMF preferred.
• Extensive knowledge of computer software, desktop, hardware, networking and mobile operating systems.
• Familiarity with working across Windows and macOS platform.
• Experience in office automation products and computer peripherals including printers and scanners.
• Outstanding interpersonal, written, and verbal communication skills.
• Strong problem solving and critical thinking skills.
• Ability to resolve issues remotely and provide clear instructions.
• Ability to balance and prioritize work with competing target dates.
• Flexibility to work evenings, weekends, and holidays as needed.

Pay Range: $115k - $130k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.