Technical Analyst

1 day ago

Washington, DC, United States AEG Full time
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Reporting to the Manager, IT Help Desk; the Technical Analyst is primarily responsible for troubleshooting and resolving all assigned technical issues. All client-level issues and requests are to be addressed by the Technical Analyst. In the event an issue or request is determined to be outside the Technical Analysts abilities to resolve they are required to document all troubleshooting steps performed and escalate the issue using established procedures. The Technical Analyst is responsible for completing recurring maintenance tasks and assigned projects in a timely and accurate fashion. The Nationals are a military-friendly organization actively recruiting veterans and spouses. Essential Duties and Responsibilities:
  • Serve as a functional backup and additional quality check for all equipment lifecycle processes.
  • Receive and document support requests/inquiries made to the IT Department via email, phone or other medium and logging and assigning those requests in a ticket management system.
  • Collaborate with the other members of the IT Department to successfully complete Enterprise technology projects on time and within budget.
  • Respond to and resolve all support requests/inquiries in a timely fashion utilizing established procedures and escalations.
  • Collaborate with internal and external resources as necessary to achieve desired results.
  • Develop and maintain documentation including, but not limited to, standard operating procedures, equipment installation methodologies, project plans and environment configurations.
  • Become intimately familiar with and adhere to company and departmental operating policies and procedures.
  • Other duties as assigned.
Requirements: Minimum Education and Experience Requirements:
  • Associate's degree or equivalent business or military experience.
  • Minimum of 2 years hands on experience working in a customer service environment.
  • Experience with Call Center applications and functions.
  • Experience with Service Desk ticketing/service applications and function.
Preferred:
  • Relevant industry recognized certifications.
  • Experience providing technical support for MacOS devices.
  • Experience working in a decentralized multi-site organization.
Knowledge, Skills, and Abilities necessary to perform essential functions:
  • Familiarity with common operating systems and software suites.
  • Ability to quickly learn new technologies and provide technical support and user training.
  • Highly motivated with a strong work ethic.
  • Extraordinary organizational and prioritization skills.
  • Capable of following instructions and responds well to direction.
  • Sensitive to deadlines and completes tasks on time.
  • Ability to utilize good judgement to anticipate needs and complete tasks.
  • Efficient at multitasking in a fast-paced and demanding environment.
  • Well suited for participation in multidisciplinary, high-performance work teams.
  • Excellent verbal, written, presentation and interpersonal skills.
  • Meticulous attention to detail.
  • Ability to read and comprehend technical documents, short correspondence and memos.
  • Proficient at typing and in the use of computer software programs.
  • Capable of documenting all duties performed in relevant systems using clear and detailed language.
  • Uphold Core Values: Excellence, Performance, and Accountability. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports. It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction - Together.
Physical/Environmental Requirements
  • Position will primarily require employee to report to the Nationals Park location in Washington, DC; occasionally site visits or offsite meetings at other locations will be required to successfully perform job functions.
  • Typical Environment: Office: Working conditions are normal for an office environment.
  • Occasional: Maintenance: Subject to inside and outside environmental conditions, extreme heat, extreme cold, noise, hazards and atmospheric conditions (fumes, odors, dust, mists, gases or poor ventilation).
  • Work will require occasional weekend and/or evening work, including on-call and onsite Day of Game support which are rotated with other members of the Information Technology department on a pre-established schedule.
  • All members of the IT Department are considered "Critical Personnel" and have responsibilities during weather and other emergencies.
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, or controls; reach with hands and arms; and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Compensation: The projected wage rate for this position is $26.44 - $28.846 per hour. Actual pay is based on several factors, including but not limited to the applicant's: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range. Benefits: The Nationals offer a competitive and comprehensive benefits package that presently includes:
  • Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December
  • Medical, dental, vision, life and AD&D insurance
  • Short- and long-term disability insurance
  • Flexible spending accounts
  • 401(k) and pension plan
  • Access to complimentary tickets to Nationals home games
  • Employee discounts
  • Free onsite fitness center
Equal Opportunity Employer:
  • The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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