Information Technology Help Desk Technician

JOB TITLE: IT Service Desk Technician

DEPARTMENT: Information Technology

ORGANIZATION: Chicago Cubs

REPORTS TO: Manager, IT Service Desk

FLSA STATUS: Non-Exempt

COMPENSATION: Starting pay rate $25.00 / per hour

BEING PART OF THE TEAM

Our business is a team sport that began on a field with baseballs and bats and has evolved into one of the most recognizable brands in sports and entertainment through Cubs baseball and live events. Our success is driven by our people, who work to create and inspire change in an engaging, collaborative and inclusive environment. As a team, we continue to build a culture on and off the field that delivers unforgettable experiences for one another, our fans and community. In support of that effort, we expect associates to work primarily in our office. Are you ready to be part of it?

OUR STORY

THE CHICAGO CUBS FRANCHISE The Chicago Cubs franchise, a charter member of Major League Baseball's National League since 1876, has won the National League pennant 17 times and was the first team to win back-to-back World Series titles in the 1907 and 1908 seasons. In 2016, the Chicago Cubs made history again when the team won its first World Series in 108 years, ending the longest championship drought in North American sports. Known for its ivy-covered outfield walls, hand-operated scoreboard and famous Marquee, iconic Wrigley Field has been the home of the Chicago Cubs since 1916 and is the second oldest ballpark in Major League Baseball. In 2009, the Ricketts family assumed ownership of the Chicago Cubs and established three main goals for the organization: Win the World Series, Preserve and Improve Wrigley Field, and Be a Good Neighbor.

HOW YOU'LL CONTRIBUTE
: The Service Desk team acts as a single point of contact for the IT needs of the Cubs organization. This position receives, documents, and resolves incidents and requests alongside part-time technicians. In addition, this position provides continuity of service and focused troubleshooting, as well as assisting the Service Desk Manager on a project basis.

THE DAY-TO-DAY:

• Provide software and hardware support to end-user devices including, but not limited to: laptop computers and associated peripherals; mobile devices and tablets; local and networked printers; televisions; cable/satellite receiver boxes; IP desk phones; etc.
• Conduct basic network troubleshooting and diagnostics, including tracing ports back to the switch and WiFi signal metrics
• Set up and support audio-visual equipment in both conference room and larger presentation settings
• Troubleshoot and assess any in house cable TV, IPTV, and DirecTV issues in the stadium and office settings
• Participate in imaging and deployment of new computers through Microsoft Intune
• Identify and escalate appropriate issues to the Service Desk Manager, Networking Infrastructure team, and Software Development team
• Exemplify, advocate for, and maintain established Service Desk processes within the team
• Maintain comprehensive and timely documentation of user issues in the Service Desk ticketing system
• With teammates, maintain current and detailed inventory of IT equipment and supplies
• With teammates, maintain current and detailed Knowledge Base of known issues, fixes, documentation, and other collected knowledge
• Under direction of the Service Desk Manager, lead execution on the annual Hardware Refresh
• Aid on a project basis to the Service Desk Manager to execute special tasks
• Provide scheduled on-site support for game and non-game events, including non-standard work hours and weekends
• Provide emergency off-hours support on a rotational schedule
• Provide scheduled on-site support to Mesa, AZ campus during Spring Training and on an as-needed basis
• Assist with device procurement and order toner, ink, and standard office equipment with input from the Service Desk Manager
• Provide top-tier customer service to all users, including VIP users and executives, on-site and remote, within the Cubs organization

WHAT YOU'LL BRNG:

• Strong knowledge of Windows 10/11, including networking features such as mapped drives, networked printer installation, domain/workgroup configurations and wired/wireless network settings and troubleshooting
• Strong knowledge of Microsoft Office 365 suite, Microsoft Intune, and Azure familiarity
• Familiarity with iOS and Android mobile operating systems
• Familiarity with Windows command line and Active Directory administration
• Ability to work additional hours including nights and weekends
• Ability to travel for work, primarily during Spring Training
• Must regularly lift/move up to 15 pounds; frequently lift/move up to 25 pounds; and occasionally lift/move up to 50 pounds

WHAT SETS YOU APART:

• 1-3 years experience in a customer-service oriented User Support role strongly preferred
• Experience with audio equipment including mixers, amplifiers, wireless transmitters/receivers, and speakers
• Demonstrated strong written and verbal communication skills
• Keen attention to detail and documentation
• Commitment to following process

TOTAL REWARDS:

• On-site parking
• Transit benefits
• Paid time off: Personal, Sick, Vacation Time, Office Holidays & Winter Break
• Flexible work arrangement
• Casual work attire environment
• Complimentary Meal & beverage plan
• Cubs home game & spring training game ticket allotment
• Access to campus wide Wrigley Field events & pre-sales
• 401K Plan Employee Contribution & Employer Match
• Benefit Plans: Medical, Dental, Vision & Life Insurance
• Health & Wellness engagement & programming
• Variety of associate special events, volunteer opportunities and partnership discounts
• Tuition Reimbursement
• Free access to EV charging stations
• Free subscription to Marquee Sports Network

*
This job posting includes the anticipated compensation, which reflects the hourly rate or salary range the Chicago Cubs and its affiliates are considering for this role in the specified location(s) as of the posting date. Where anticipated compensation is a salary range, the actual base salary offered within that range will be reflective of the candidate's skills and experience.

The Chicago Cubs and its affiliates embrace diversity and are committed to building a team that represents all communities. We hold ourselves accountable to include new and different voices in our organization. Everyone is welcome here, and we celebrate what makes each of us unique.