IT Support Specialist (Tier III)

Position Overview:The IT Support Specialist will be responsible for supporting all employee computers and endpoint devices, troubleshooting software and hardware problems, and managing an IT support ticketing system. The position will also have game-day IT support duties for all major events (Concerts, Soccer Games, College Football, NFL) at M&T Bank Stadium. The ideal candidate will be a self-starter and demonstrate excellent IT technical skills, strong interpersonal skills, and proficiency in critical thinking and problem solving. The position reports to the Sr. Manager, IT Operations.

This is a Tier 3 Support Specialist role.Duties & Responsibilities:Provide excellent customer service to all employees and display a consistent level of professionalism.Serve as point of contact for technical support to all employees utilizing a ticketing system to log all requests and incidents through various channels (Phone, text, email, IM, in person).Establishes and monitors Service Level Agreements (SLAs) and metrics to measure service desk performance, including- response time, resolution time, and customer satisfaction.Establishes and maintains IT service management practices based on industry frameworks such as ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology Service Management)Document and update trainings guides for knowledge base for internal teams and end users.Administer various components of Microsoft Office 365 & Azure Active Directory.Maintain inventory of all hardware endpoint devices.Create and maintain documentation including troubleshooting guides and IT standard operating procedures.Install, configure, and troubleshoot software and hardware.Analyze trends to proactively prevent future problems and alert management to emerging trends in incidents.Learn and follow organizational standard operating procedures and IT policies to help promote employee compliance and enforcement.Ensure that no unauthorized software is installed on Ravens issued devices.Other duties as assigned.Required Education and/or Experience5+ years of experience in a related field

Requisite Abilities and/or SkillsStrong understanding of technology with the ability to effectively translate technical terminology and concepts into language understandable by non-technical individuals.Passion for sports and knowledge of information systems.Experience in providing excellent customer support.Experience in support conference room technology and A/V.Experience in networking fundamentals including troubleshooting TCP/IP, packet captures and traces.Experience using Microsoft Active Directory, Office 365, Apple, mobile, etc.Demonstrated knowledge or experience in information security best practices.Customer focused, personable, able to successfully communicate with and assist employees at all levels of the organization