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IT Technical Support Specialist

2 months ago

Mesa, United States Arizona Athletic Grounds Full time
IT Technical Support Specialist

Arizona Athletic Grounds - Mesa, AZ

Arizona Athletic Grounds (“AAG”) is one of the largest youth-oriented sports facilities in the United States, serving millions of visitors per year, providing athletic programming and a variety of special events. AAG includes a 3,000-seat outdoor stadium, a 2,800-seat indoor arena, 35 soccer/lacrosse/football fields, 57 indoor volleyball courts, 41 Pickleball courts, eight baseball/softball fields, 20 basketball courts and more.

Position Summary

The IT Technical Support Specialist is responsible for providing high-level technical support to end-users, troubleshooting complex hardware and software issues, and ensuring the seamless operation of IT services within the organization. This role requires a deep understanding of IT systems, excellent problem-solving skills, and the ability to communicate technical information effectively to non-technical users.

Key Responsibilities:
  1. Technical Support:
    • Provide advanced technical support to end-users via phone, email, and in-person interactions.
    • Diagnose and resolve complex hardware, software, and network issues.
    • Perform in-depth troubleshooting, utilizing diagnostic tools and techniques.
    • Assist users with software installations, configurations, and updates.
  2. System Installation and Configuration:
    • Install, configure, and maintain computer systems, servers, and network devices.
    • Set up and configure user accounts, permissions, and access rights.
    • Ensure systems are compliant with company policies and security standards.
  3. Network and Server Management:
    • Manage and support local area networks (LANs), wide area networks (WANs), and wireless networks.
    • Monitor network performance and troubleshoot network-related issues.
    • Assist in the maintenance and administration of servers, including backups and disaster recovery.
  4. AudioVisual Systems Maintenance
    • Learn and support onsite audiovisual systems for large scale sports grounds
    • Monitor and respond to real-time AV requests from internal stakeholders and external clients
    • Ensure full AV systems uptime
    • Actively monitor physical AV signs/infrastructure and work with vendors for any physical repair work needed
  5. Security Management:
    • Implement and maintain security measures to protect IT infrastructure and data.
    • Perform regular security audits and vulnerability assessments.
    • Respond to and mitigate security incidents and breaches.
  6. Documentation and Reporting:
    • Create and update technical documentation, including user guides and knowledge base articles.
    • Maintain accurate records of support requests, resolutions, and follow-up actions.
    • Generate reports on support metrics and system performance.
  7. User Training and Support:
    • Provide training and support to end-users on IT systems and applications.
    • Develop and deliver training materials and workshops as needed.
    • Offer guidance on best practices for using IT resources effectively.
  8. Asset and Inventory Management:
    • Track and manage IT assets, including hardware and software inventory.
    • Assist with the procurement and deployment of new IT equipment and software.
    • Ensure proper disposal and recycling of obsolete equipment.
  9. Collaboration and Communication:
    • Collaborate with other IT team members and departments to resolve complex issues.
    • Participate in IT projects and initiatives, providing technical expertise and support.
    • Communicate effectively with stakeholders, providing updates on the status of issues and projects.

Required Skills and Qualifications:
  • Education:
    • Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
  • Experience:
    • Proven experience as an IT Technical Support Specialist or in a similar technical support role.
    • Experience with supporting various operating systems (Windows, macOS, Linux).
  • Technical Skills:
    • Proficiency in troubleshooting and resolving complex hardware and software issues.
    • Strong understanding of network protocols, network security, and network troubleshooting.
    • Experience with server management, including virtualization technologies (e.g., VMware, Hyper-V).
    • Knowledge of cybersecurity best practices and tools.
  • Soft Skills:
    • Excellent problem-solving and analytical skills.
    • Strong communication and interpersonal skills.
    • Ability to explain technical concepts to non-technical users clearly and concisely.
    • Customer-oriented with a focus on providing high-quality support.
  • Certifications (preferred):
    • CompTIA A+, Network+, Security+, or equivalent.
    • Microsoft Certified: Windows Server or Microsoft 365.
    • Cisco Certified Network Associate (CCNA) or equivalent.
    • ITIL Foundation certification.
Working Conditions:
  • Environment:
    • Office setting with 100% on-site work.
    • Single site – no travel required
    • Availability for on-call support and after-hours work as needed.
  • Physical Demands:
    • Ability to lift and move computer equipment.
    • Extended periods of sitting and using a computer.
    • Ability to transport and work on ladders as needed.


AZ Athletic Associates, LLC., and Arizona Athletic Grounds are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.