IT User Support Specialist II

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Full Time Service Worker Milwaukee, WI, US

Requisition

Salary Range: $60,000.00 To $62,000.00 Annually

Milwaukee Bucks, Inc. Job Description

Job Title:

IT User Support Specialist II

Class:
Full-time;
Exempt

Reports to:

Chief Technology & Strategy Officer

The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
• 401K with company match
• Pet Insurance
• 12 weeks of paid time off for parents to welcome newborns, adopted and foster children
• Unlimited PTO
• Professional Development through our internal learning & development program – Antler Academy
• Employee Resource Groups
• Milwaukee Bucks and NBA League Discounts
• Company Paid Parking and Phone Allowance

Summary
:

The Milwaukee Bucks are seeking an enthusiastic and highly proficient IT User Support technologist to deploy user technology, solve user technology issues, train users and keep our Bucks user community at the highest level of productivity. This role requires consistent and successful performance supporting users across the Bucks front office, business office and arena office. This is an advanced support role that oftentimes requires problem resolution under pressure and time constraints.

The IT User Support Specialist Level 2 will work as part of a larger team and will be able to get the assistance of other team members as needed. The Bucks has a vast array of technologies the IT User Support Specialist II has the opportunity and is encouraged to learn about and support to expand their role and impact.

The IT User Support Specialist II reports directly to the Bucks CTO.

• Ordering new Windows and Apple endpoints (Laptops, Desktops, and mobile devices) in a timely manner and monitoring the budget spend.
• Maintaining existing Windows and Apple endpoints and managing their repair as needed.
• Configuring new users and their endpoints in appropriate systems and loading software applications based on user profile, role, and needs.
• Understanding and utilization of the Solar Winds Service Desk ticketing software to log, assign, and handle user trouble tickets. Communicate issue resolution with impacted user(s).
• Use standard methodologies to maintain and solve user issues via virtual meeting or in-person.
• Decommission obsolete or malfunctioning hardware endpoint devices and recycling as needed.
• Working with other technology team members or vendor experts to troubleshoot and solve issues.
• Maintains technical proficiency on all Bucks user endpoint computing platforms: phones, desktops, and laptops, Windows 11 Enterprise, MacOS, iOS, Android, Microsoft O365, and various enterprise software applications whether general or department specific.
• Administering user accounts through Active Directory, Microsoft Entra  proprietary enterprise softwares and platforms.
• Creates and updates FAQ (frequently asked questions) and SOP (standard operating procedure) documentation and posting to the Bucks internal website.
• Maintain accurate inventory of all user endpoints across the enterprise and all support activity therein.
• Actively participate in department and project meetings such as change control, project implementation, and department events.
• Stay updated with the latest technology trends and advancements to enhance support services.
• Be an escalation point for other IT support specialists, providing guidance and training.
• Manage complex technical issues and escalations to technical experts, ensuring timely resolution.
• Collaborate with LOB users and leaders to improve user experience and continuous improvement.
• Drives the use of automation and AI into the troubleshooting and self-service workflow.
• Co-manage hardware and software budget with CTO to drive…