IT Service Desk Coordinator

The Miami HEAT and Kaseya Center are looking for an I.T. Service Desk Coordinator role. In this position, you will provide remote and onsite support directly to the end user, vendors, and our customers. You will identify issues beyond your role and escalate service desk tickets to the appropriate resources if necessary. You will primarily be responsible for troubleshooting desktop hardware, and software and providing on-site support for basketball games and events. Additional duties and responsibilities are listed below. You will be working with a small team of Service Desk Coordinators under the management and supervision of the Service Desk manager. This is a position that requires you to have full availability to work nights, weekends, and holidays provided there is a need for I.T. services. This is an excellent opportunity for any candidate seeking a long-term stable opportunity to work in an exciting environment and become part of the Miami Heat family and culture.

Responsibilities

• Provide first-level help desktop support to internal office end users
• Reduce help desk incidents and the meantime of repairs by proactively repairing hardware as needed.
• Prioritize the severity of Service Desk calls and minimize user downtime
• Provide level 1 Point of Sale support and maintenance for retail and food and beverage operations
• Follow and contribute to documentation for procedural I.T. Service Desk tasks
• Learn all arena game day and event systems
• Provide some Ethernet cabling that runs safely and neatly
• Repair and maintain Laser printers
• Organize, track, and maintain stock for various hardware systems
• Make hardware and software purchasing recommendations
• Project manage various small to medium sized projects
• Monitor, and remediate software updates for desktop applications
• Respond to Viruses, Malware, and various security threats while implementing preventative measures to minimize risk
• Provide internet connectivity services to 3rd party vendors, Event personnel, and Basketball operations
• Provide level 1 support of Ticketmaster hardware and software technology
• Maintain desktop and device compliance policies by enforcing company security settings, software settings, and user restrictions
• Track, document, and maintain all Service Desk requests utilizing a ticket management system
  
  

Desired Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

• 2 years of hands-on I.T. business experience with the following areas
• Microsoft Office\O365 Applications
• Microsoft Windows 7\10
• Repair and maintenance of network laser printers
• Desktop\Phone\Tablet maintenance, repair, and installation
• Candidate must have a basic foundation and understanding of the following areas
• Basic Microsoft Directory Services DHCP, Active Directory, DNS
• Windows user rights and permissions
• Network topology and LAN infrastructure
• Candidate must have the ability to work well in a team environment, welcome constructive criticism, and have a positive attitude toward end users
  

Special Note: Qualified Candidates will participate in an initial screening interview, written and hands-on test. The candidate will be asked to come back for a second and final verbal interview if qualified.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP