IT Support Specialist

This is a Full Time Job

Job Summary

The Pittsburgh Pirates Information Technology team is looking for an IT Support Specialist who will serve as the initial point of contact for all IT-related support requests. This role is responsible for delivering first-level assistance for computing, telecommunications, audio/visual systems, multi-function printers, and general office technology. The IT Support Specialist focuses on resolving everyday technical issues, supporting hardware deployments, assisting users with A/V setups, and escalating more complex problems to senior IT staff as needed to ensure smooth day-to-day operations across the organization.

Responsibilities

Primary:
• Provide initial point of contact and first level support for computer, telephone, audio/video and peripheral hardware users.
• Answer Service Desk calls when on duty; log walk-up, phone, and email requests into the ticketing system. Resolve issues when possible and escalate as needed.
• Keep work order system updated with troubleshooting actions and confirm resolution with the user before closing tickets.
• Assist users with A/V setups, schedule resources, and ensure proper usage.
• Maintain organizational printing equipment and coordinate problem solving activities with IT staff and the vendor to assure adequate supplies are on hand allowing maximum operational up-time.
• Deploy and track user-assigned hardware; recommend inventory levels for spare computers, components, and peripherals.
• Support diagnosis and resolution of Level 2 technical issues and assist with implementing system design changes.
• Participate in extended support coverage during home games, special events, and other scheduled activities. This includes some evenings, weekends, and holidays as part of the team's rotation.
• Perform other duties as assigned by the Director, IT Services.

Secondary:
• Stay informed about developments in personal computer and networking technologies and share relevant suggestions with the IT team for consideration.
• Assist in providing training to users on basic PC operations and commonly used applications; recommend training resources when appropriate.
• Travel to training or remote locations as needed to provide basic IT support and help maintain service coverage.

Qualifications

Required:
• Associate or Technical degree in Information Systems
• Knowledge of Window/MacOS platforms, Microsoft Office products and a basic understanding of network infrastructure and protocols.
• Minimum of one (1) year experience with demonstrated ability to explain technical concepts to non-technical personnel.

Desired:
• A Certification.
• Minimum of one (1) year experience in general Service Desk applications.
• Ability to work a flexible schedule, which can include home games, nights, weekends, and holidays as assigned.