Help Desk Technician

Position Summary:  The Help Desk Technician will serve as the initial day-to-day support contact for the IT Department. This individual will be responsible for managing the IT help desk to provide hardware and software support services to the organization and assist the IT team in various technology-related initiatives. This encompasses providing end-user and business systems support, managing inventory, and maintaining and enhancing help desk processes to improve IT operations.

·       Bachelor’s Degree in technology preferred.

·       1-3 years of relevant experience

Familiarity or proficiency with Freshservice or other ITIL support systems is a plus.
Experience with Microsoft O365 administration, Active Directory, Windows, Mac, IOS and Android required.
Knowledge of basic system/network protocols such as TCP/IP, DHCP, DNS and others.
·       Experience in collaborating on IT projects of different scales and providing support in their implementation.

·       Self-starter with the ability to embrace new challenges in a team setting and independently.

·       Solid communication and interpersonal skills with a strong customer-centric approach.

·       Ability to work flexible hours including nights, weekends, gamedays and holidays.

·       Travel between Miami and Ft. Lauderdale will be necessary.

·       Proficiency in Spanish to enable effective communication in a diverse environment.

·       Ability to lift heavy objects and work in demanding work environments.

Previous Stadium / Venue technology experience preferred.
Certifications are a plus.
·       A passion for soccer is a plus.

Essential Duties & Responsibilities:

Provides timely and professional IT support for staff and guests at various locations including matches, events, or other special circumstances.
Oversee the helpdesk platform, effectively tracking incidents, service requests, and escalations while developing knowledge base articles for internal and external utilization.
Diagnose, repair, install, configure, and maintain end-user technology such as Windows and Mac desktops/laptops, mobile devices, printers, copiers, peripherals, and A/V equipment.
Support end-user software applications, including third-party and custom applications, and perform software installations and updates.
Perform basic system administration tasks including account provisioning/de-provisioning, computer imaging, email setup, and distribution list/security group management.
Maintain detailed service and maintenance records, inventory information, and knowledgebase articles.
Maintain supply inventory for workstations and other critical equipment.
Assist in the onboarding and offboarding of employees in conjunction with Human Resources.
Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to maximize end-user productivity.
Install and repair various types of wiring such as Ethernet, fiber, coax, audio/video, or telephones.
Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network.
Maintain knowledge of company policies and procedures to both monitor and promote compliance.
Provide after-hours, on-call support for end-users as assigned.
Complete special projects and ad-hoc analysis and reporting as required.