Desktop Support Specialist
Information Technology - Phoenix, AZ

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Technical Services: Technical Support/Help Desk
Desktop Support Specialist - Information Technology (Phoenix, Az)

Job Purpose: The overall mission of the Desktop Support Specialist is to provide support in deploying, maintaining and troubleshooting technologies that directly impact the end user experience. In addition, it includes providing IT support for a variety of events that occur at the US Airways Arena center including the NBA, WNBA, Concerts, etc. The ideal candidate is a results-oriented, relentless and effective troubleshooter with excellent technical and customer service skills.

Primary Duties:

· Provides support to Suns staff for technology related issues including troubleshooting and maintenance of hardware and software on desktops and laptops

· Ability to provide remote support for mobile users which includes mobile devices

· Managing escalation of major issues to third party support personnel

· Maintains technical proficiency on all Suns end-user computing platforms: personal computers and laptops, Windows 7, Windows 8, Microsoft Office, internet applications, accounting applications, CRM, and other customized applications

· Assists with large hardware and software installations

· Works as “apprentice” to Network Administrator to continuously expand skill set

· Serves as back-up on all Network Administration responsibilities

· Provides assistance with IT projects as needed

· Create and make changes to assigned Help Desk tickets in call management portal

· Assists in Maintaining IT documentation including standard procedures, hardware, application, software licensing, troubleshooting manuals, physical inventories and refresh program for corporate desktops and laptops

· Participate in day-of-game and 24/7 on-call rotation schedules

· Other duties as assigned

Additional Responsibilities/Non-Essential Duties

· Participate in 24x7 on-call rotation schedule

Knowledge, Skills and/or Abilities:

· Excellent general computer skills in a Microsoft Windows environment

· Ability to effectively diagnose and repair computer hardware and software problems

· Windows Server/Exchange administration and networking a plus

· Ability to work well with people in a support and training role
  • Ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications
  • Strong collaboration, communication, time management and organizational skills. Proven ability to multi-task and manage projects on strict deadlines
  • Represents the company in a positive and professional manner at all times
  • Strong documentation skills
  • Patience and a high tolerance for challenging customers
  • Excellent written and verbal skills. Proven ability to correctly use punctuation and grammar
  • Possess high degree of discretion, integrity, professionalism, and accountability
  • Strong ability to work with others in a collaborative, respectful manner
· Bilingual in English/Spanish a plus

Experience/Education Requirements:

· Bachelor’s degree or equivalent experience preferred

· Minimum 4-5 years previous experience with Help Desk responsibilities in a Microsoft networked environment

· Certifications a plus (e.g. A+ and/or Network + certification, MCSE, MCSA or MCITP)

Working Conditions and Physical Demands

· Flexible schedule to include weekends, evenings, and some holidays to meet business needs

· Able to travel as needed

· Able to travel to and gain access to various areas of the arena for prolonged periods of time during games and events; able to lift and transport up to 50 pounds.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis in order to meet organizational needs.

The Phoenix Suns are an Equal Opportunity Employer


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