HQ/Lincoln Union

Phoenix, AZ

Job Summary

Player 15 Group includes several companies and many collaborative departments that support the Phoenix Suns, Phoenix Mercury, and Footprint Center.

Would you like to win championships and create sustained success? Player 15 Group is looking for individuals who are committed to pursuing excellence, win championships, create sustained success and desire to play a role in creating memorable experiences.

We are seeking a highly motivated, entry-level Helpdesk Technician to assist team members with front-line technical support and triage of user-support tickets. This role is a great opportunity for experienced applicants who may be looking to leverage their existing knowledge and skills to transition into the sports & entertainment industry, or early-career candidates with technical knowledge looking to gain experience in a technology services role.

What You Will Do

The post holder will be part of a team undertaking the duties outlined below. Consequently, the post holder will be required to work flexibly across the duties.

Triage front-line Technology Services Helpdesk support requests from end users and make initial resolution attempts.
Disseminate support requests which cannot be resolved by the front-line team.
Effectively prioritize incident and problem resolution.
Be aware of developing support issues and report these through to the line manager and/or relevant Technology Services teams in a timely manner.
Ensure end users and key contacts across all properties are appraised in a timely manner of issues having a detrimental impact on service provision.
Carry out routine access control, monitoring and housekeeping tasks as required.
Effectively communicate with third party technical assistance teams regarding technical resolutions.
Diagnose incidences and provide technical assistance either remotely or in person for tickets assigned to the helpdesk team, including (but not limited to):
- User rights and user policies.
- Network shares and quota management.
- Papercut file and print servers.
- Microsoft 365, Adobe, Monday.com and other account management and administration.
- Apple Mac and PC corporate desktop configurations to support the Player 15 corporate build.
- One-time Administration rights, Authenticator (2FA) and device enrolment and in doing so collaborate closely with technical staff within Technology Services and third-party service providers.
Develop a good understanding of Player15 Group’s technical architecture including network, telephone system, communication methods and desktop configurations and how these interrelate in order to better assist problem diagnosis and resolution.
Whilst reporting to a formal line manager, to work under the project management of the allocated Project Leader on a project-by-project basis, liaising and co-operating to provide effective team operation.
To develop, maintain and build on a broad working knowledge of the following areas: Microsoft Active Directory, Microsoft Azure, Windows OS, Apple Mac OS, OneDrive for Business, MS Office 365, MS Teams, Outlook / Exchange, Freshservice helpdesk, corporate systems and hardware asset management systems including Microsoft Intune, Jamf and Lansweeper.
Develop a good working knowledge of the latest ITIL framework and work within the Helpdesk team to further develop procedures in line with best practice.
Develop and maintain operational procedures and end user Knowledge Base documents.
Co-ordinate with users and liaise effectively at all levels.
To undertake other non-recurring duties commensurate with the salary grade and within the competence of the post holder.
Help with event set up at Headquarters
Assist the Arena Technology team with game day setup duties including the setting up and striking of technology equipment and responding to issues when/if they arise

What We Need From Our User Support Specialist

Experience in providing end user support.
Excellent customer service skills
Exceptionally good verbal and written skills with the ability to produce reports and technical documents.
Ability to self-manage with good time management skills.
Possess good analytical skills and be able to apply these to technical problems recommending solutions and taking action to resolve business and technical problems.
A proven ability to work in a technical environment, which includes Windows OS, Apple Mac OS, MS Office 365 including, Outlook / Exchange, Word, OneDrive, Powerpoint, and Excel
Ability to learn more complex technical systems such as Microsoft Active Directory, Microsoft Azure, Jamf, Intune, Lansweeper and others as directed by a line manager.
Good understanding of technical architecture and the relationships which may exist between the network, server, database, desktop, and telephone hardware.
Ability to communicate effectively with third party service suppliers.
Ability to work well within a team and to relate to all staff and suppliers at all levels.

Experience/ Education Requirements

Previous Customer Service experience
Experience responding to support requests within a ticketing system

What You Can Expect

The work environment characteristics described here are representative of those that must be met by the User Support Specialist to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to transit throughout the arena for prolonged periods of time.This position works mainly indoors, removed from extreme weather; exposure to weather is S-Sedentary Work – Exerting up to ten pounds of force occasionally.Must be able to carry on a conversation both on the phone and in-person.Ability to Read, Write & Speak in EnglishWide range of full-time benefit options including

Medical, Dental and Vision coverages
Life and Disability options
Vacation, sick and holiday leave programs.
In-arena work requirements with the potential of hybrid schedules based on each role and department.

Perks:

Discounts at Fanatics Team Shop
Tickets available for Phoenix Suns and Phoenix Mercury games

Visit our Culture page to learn more about our culture and work environment.
Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at recruiting@suns.com

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