What are the responsibilities and job description for the Technical Analyst position at AMB Sports + Entertainment?
Position Summary
The position will serve as an experienced member of the technical support team and will provide all aspects of client support to meet the needs of our associates. This will include support and device management for desktops, laptops, mobile devices, printers & multifunction copiers, phones, and other peripheral equipment. This person will be a primary contact for support at the Atlanta Falcons Training Facility in Flowery Branch and will also work with our support team to provide assistance to many of our other locations.
This position requires a high-energy individual who has a passion for this field of work and the ability to be a self-starter. This position should take initiative in planning, implementing, and troubleshooting the client support environment within the businesses. This position will work with others in the team to ensure a secure computing environment across the enterprise.
Must be able to respond to calls quickly and respond to periodic requests for critical assistance (24 x 7). Working occasional events and other select weekends/evenings will be required. Some occasional travel may be required; must be able to commute to our other metro Atlanta offices when needed.
Roles and Responsibilities
- Support planning, implementing, and troubleshooting the computing environment within the Blank Family of Businesses. This includes PCs, Mobile devices, Services, Printers, Telecommunications, Audio Visual systems, etc.
- Act as the primary contact for requests for assistance with desktops / laptops, hardware, software, telephone, printer, and AV equipment.
- Handling IT service requests with prompt response time and follow-up ensuring customer is comfortable with solution. Including new associate onboarding.
- Hardware and software configuration
- Workstation deployments
- Rotating Atlanta Falcons game support
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Rotating on-call (nights and weekends)
- All client services associates participate in an on-call rotation.
- Provide associate training on technologies used in our business environment.
Required Skills
- Must be comfortable providing technical support at the client level as well as designing and administering solutions for the whole enterprise.
- Exceptionally strong interpersonal skills are required to interact and consult with staff at all levels including senior level management and to build strong client relationships.
- Must be able to prioritize and manage tasks for on-time delivery; must be self-motivated and perform as a team player. Experience working out of a ticketing system preferred.
- Strong oral and written communication skills, including presentation skills and experience communicating with technical and non-technical audiences.
- Possess strong problem solving and technical troubleshooting skills and a good understanding of computer hardware, operating systems, productivity software, and networking. Experience with Windows 10/11, Mac OSX, Microsoft Office, iOS required.
- Ideal candidate will have strong working knowledge of Microsoft Windows Server, Active Directory / Group Policy management, Microsoft Exchange, and common desktop security and automation tools.
- Prior experience managing office telecommunications and network/server administration is a plus. Some experience with virtualization and PowerShell/VB scripting desired.
- Must have a healthy understanding of enterprise networking and VPN solutions.
- Must have a strong working knowledge of client antivirus solutions and ways to secure the desktop computing environment.
- Work in compliance with relevant corporate policies and best practices and communicate those to clients at all levels.
- Be comfortable coaching, mentoring, and training junior level staff.
- Must also have a strong drive to develop and constantly update technical skills.
- Must be able to lift and move computer equipment of all shapes and sizes independently or with assistance from colleagues.
- Vendor and project management experience a plus.
Qualifications and Education Requirements
- Bachelor’s degree required, preferably in Computer Science, Information Systems, or related degree.
- Certifications desired: HDI: Support Center Analyst, MCSA: Enterprise Desktop Support Technician
- Minimum 2-3 years of relevant work experience
