IT Systems Support Coordinator

TITLE: IT Systems Support Coordinator

POSITION TYPE: Full Time, Non-Exempt

COMPANY: Sharks Sports and Entertainment, LLC

LOCATION: San Jose, CA

REPORTS TO: Director, Information Technology

POSTING DATED: September 13, 2024

Pay Range: The pay range for this role is $ $33.65 -$39.08 per hour

Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands and primary work location. The base pay range provided is subject to change and may be modified in the future.

Position Overview

Working under the general supervision of the Director, Information Technology, the IT Systems Support Coordinator is responsible for providing routine support on hardware, software, and network issues to end users. The role involves identifying, researching, and resolving technical problems, as well as responding to telephone calls, emails, and in-person requests for support. The coordinator will document, track, and monitor issues to ensure timely resolution and follow up with users to confirm successful problem resolution. Responsibilities include user and event support, with a commitment to delivering exceptional service in Level 1 helpdesk support as part of the SSE Organization.

Essential Duties and Responsibilities:

Receives, evaluates, and prioritizes incoming requests from end users experiencing IT problems.

Provides helpdesk support and resolves issues to the end user’s satisfaction.

Monitors and responds quickly and effectively to requests received through the IT helpdesk.

Modifies configurations, utilities, software default settings, and other settings for local workstations.

Documents internal procedures, including troubleshooting steps and resolution outcomes.

Assists with the onboarding of new users, including setting up accounts, providing training, and configuring initial workstation settings.

Ensures each workstation is equipped with a computer, monitor, keyboard, mouse, and any additional specialized equipment.

Installs, tests, and configures new workstations, peripheral equipment, and software.

Maintains inventory of all equipment, software, and software licenses using the designated inventory management system.

Manages PC and MAC setup and deployment for new employees using standard hardware, images, and software.

Performs timely workstation hardware and software upgrades as required.

Applies knowledge of Level 1 helpdesk systems requirements, including basic troubleshooting of operating systems (Windows and macOS), common office applications (Microsoft Office, email clients), and network connectivity issues.

Minimum Qualifications

• Bachelor’s degree with 2+ years’ experience or equivalent combination of education and/or experience.
• Strong interpersonal, written, and oral communication skills.
• Customer-focused and goal-oriented, with experience in customer service, preferably in an IT support environment.
• Knowledge of basic IT systems requirements for Level 1 support, including operating systems, common office applications, and network connectivity.
• Proven ability to multi-task and work effectively in a small team environment to support business and team success.
• Ability to work a varied schedule, including nights, weekends, and holidays.

Physical Requirements

• Ability to sit, stand and utilize a computer for extended periods of time
• Communicate via phone and email with a variety of individuals
• Ability to bend at the waist, reach overhead and lift up to 15 lbs with or without accommodation
• Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation
• Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice)
• May be required to travel to other company locations
• May be required to attend conference, events, and training sessions within Bay Area or in- or out-of-state locations.

What We Offer

• Competitive compensation (base salary and variable incentive plan)
• Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)
• Pretax Transportation Benefit
• 401K (pre-tax and Roth options)
• Generous Paid Time Off Policy
• Minimum of 10 Paid Holidays and Wellness Days per year
• Complimentary or discounted sports and concert tickets
• Other League & partner discounts
• Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
• An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
• Potential for flexible scheduling and telework opportunities
• Free access to on-site Volta EV charging stations on non-event days

This position is not eligible for U.S. work authorization sponsorship.

Summary:

Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.

We live, work, and innovate by a set of Pioneering Principles:

T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions

M – More risk leads to more rewards and expands our comfort zones

T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Equal Opportunity Employer

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

Notice to Recruiters and Agencies

SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.