Job Type
Full-time
Description
Are you interested in joining a team of go-getters dedicated to serving and uplifting the community? Join Detroit Pistons team and our mission to empower our community!
As a IT Specialist, you will be the frontline support for our end-users in a fast-paced office environment. Your role involves providing prompt and effective solutions to their IT issues and concerns. With your technical expertise and excellent communication skills, you will play a pivotal role in ensuring seamless IT operations for the organization. Additionally, you will have the opportunity to collaborate with junior helpdesk technicians and actively contribute to process improvement and enhanced IT service delivery.
What You’ll Be Doing
- Act as the initial contact for end-users, providing prompt and effective solutions to their IT issues and concerns
- Troubleshoot and resolve software and hardware problems to maintain smooth IT operations
- Identifying and escalating situations requiring urgent attention to the correct members of the IT organization to ensure timely resolution of escalated employee issues
- Respond to technical assistance requests in person, over the phone, and electronically, with a focus on exceptional customer service
- Researching questions and problems using available information resources
- Log all help desk interactions using the ticket system to efficiently track and manage support requests.
- Respond to assigned tickets and requests within defined Service Level Agreements (SLAs) to meet business requirements.
- Execute end-user account management tasks, including provisioning and de-provisioning IT services, setting up phones, deploying laptops/desktops, and password resets
- Support and enforce IT security policies, best practices, and procedures to protect the organization's data, systems, and networks from potential threats.
- Proactively identify opportunities for process improvement, automation, and enhanced IT service delivery, actively participating in IT projects for infrastructure upgrades.
- Provide advanced telephone support (VOIP) and manage corporate cellular accounts, copier/printer accounts, and NBA Team Net Accounts.
- Provide game day set up and support for all arenas and teams
Requirements
- Associate degree in computer science or equivalent experience in a related field.
- Willingness to work in a fast-paced industry, with a flexible schedule to support games and address incidents after hours and weekends.
- Technical knowledge of Windows 10/11, Mac OSX & iOS, Microsoft Active Directory Environment, Microsoft Group Policy Environment, and all services running in Office 365 E3.
- Experience using ticketing systems for efficient incident management.
- Knowledge of network services, including DHCP, DNS, VPN, and wireless, is a plus.
- Enthusiasm and commitment to the company's mission, goals, and strategic priorities.
- Excellent interpersonal skills to work collaboratively with staff at all levels of the organization.
- Sensitivity to corporate needs, employee goodwill, and the company's public image in unique situations.
- Proven experience in a helpdesk or technical support role, with demonstrated expertise in handling complex IT issues.
- Agility in responding to and resolving operational problems promptly and accurately.
- Ability to act as a liaison between users, technicians, and vendors to facilitate efficient issue resolution.
- Strong communication skills, including verbal, written, and active listening, with excellent phone etiquette.
- Effective mentorship abilities to guide junior team members.
- Strong organizational skills to manage multiple priorities effectively.
- Punctuality, adherence to instructions, and responsiveness to feedback for performance improvement.
- Problem analysis and resolution skills at both strategic and functional levels.
- Focus on improving and promoting quality while demonstrating accuracy and thoroughness.
- Willingness to research, evaluate, and implement best practices.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
