About the role
MLB Network is searching for a Freelance Technology Services Analyst to be the first and primary point of contact within the Technology Department for the Company’s internal staff and external partners. This role demands premier technical and customer service skills, professionalism, and initiative to get problems resolved quickly and efficiently. The role is also accountable for deploying and maintaining mission critical collaboration, productivity, and work management platforms.
Responsibilities
- Provide frontline service desk support, including but not limited to answering inbound calls, resolving request and incident tickets, staffing our tech bar, addressing end user issues in person and remotely with punctuality, courtesy, and professionalism, and escalating problems and major incidents promptly.
- Configure, deploy, and troubleshoot Apple and Microsoft Windows-based user equipment, including, but not limited to, desktops, laptops, tablets, mobile phones, printers, and peripherals such as monitors, keyboards, and mice.
- Support AV and conference room technology and events as needed.
- Open support cases and troubleshoot and resolve vendor equipment and platform issues as needed.
- Contribute to maintaining a meaningful and relevant set of knowledge-base articles for end users and technology staff, including, but not limited to, onboarding/offboarding guides, troubleshooting guides for common and unique issues and circumstances, internal team and external vendor contact, support, and escalation guides, and general operational runbooks.