Freelance Technology Services Analyst

MLB Network is searching for a Freelance Technology Services Analyst to be the first and primary point of contact within the Technology Department for the Company’s internal staff and external partners. This role demands premier technical and customer service skills, professionalism, and initiative to get problems resolved quickly and efficiently. The role is also accountable for deploying and maintaining mission critical collaboration, productivity, and work management platforms.

• Provide frontline service desk support, including but not limited to answering inbound calls, resolving request and incident tickets, staffing our tech bar, addressing end user issues in person and remotely with punctuality, courtesy, and professionalism, and escalating problems and major incidents promptly.
• Configure, deploy, and troubleshoot Apple and Microsoft Windows-based user equipment, including, but not limited to, desktops, laptops, tablets, mobile phones, printers, and peripherals such as monitors, keyboards, and mice.
• Support AV and conference room technology and events as needed.
• Open support cases and troubleshoot and resolve vendor equipment and platform issues as needed.
• Contribute to maintaining a meaningful and relevant set of knowledge-base articles for end users and technology staff, including, but not limited to, onboarding/offboarding guides, troubleshooting guides for common and unique issues and circumstances, internal team and external vendor contact, support, and escalation guides, and general operational runbooks.
• Participate as needed in duties and responsibilities specific to your department’s operations, including but not limited to attending and supporting town halls, department, and team meetings, participating in routine one on ones with supervisors, and completing timesheets accurately and punctually.
• Demonstrate an ongoing interest in personal development, including technology training and certifications, specialization of platform and service delivery, automating routine and error-prone tasks, and consistently exceeding our end-user expectations.
• Technology Services supports MLB Network, a 24/7/365 operation. This employee must be available to work a flexible schedule, including days, nights and weekends.
• Other such duties as required.

• Minimum of 3-5 years of experience in end-user technology support in a medium or large enterprise environment.
• Prior experience working in the sports industry is a plus.
• Prior experience in the television and/or media content production industries is a plus.
• Prior networking experience in remote/field support is a plus.
• Professional experience with the following technology platforms and processes:
• • Required
    • Strong Windows and macOS fundamentals and troubleshooting skills, including hardware troubleshooting and repairs, core operating system functionality, domain integration and problem resolution.
    • Microsoft Office 365 and common email clients, including Outlook for Windows, macOS, and iOS, Apple Mail, Outlook Web Access, Exchange Online, Active Directory and Azure AD, SharePoint Online, One Drive, and Office Online
    • Google Workspace fundamentals, including Google Drive, Docs, Sheets, Slides, etc.
    • Collaboration and productivity platforms such as Slack, Zoom, Atlassian Cloud, Box, Asana, etc
    • Networking fundamentals
    • Fundamentals of Adobe Creative Cloud, specifically Premiere After Effects, Photoshop.
  • Helpful
    • Service Now for request and problem ticket tracking
    • Device Management platforms such as Intune, Iru/Kandji, etc.
    • Experience working within DEX platforms (Nexthink, Team Viewer DEX, etc.)
    • Virtualization platforms such as VMware, Nutanix, Azure Local, etc.
    • Coding and scripting experience with a general-purpose programming…