Analyst, IT Service Desk

About the Position

The Golden State Warriors are looking for an IT Service Desk Analyst to serve as the front line of our IT organization, triaging all incoming requests for GSW and Chase Center staff. In this role, you will work on a range of IT services, including device support (laptops, monitors, printers, and peripherals), network connectivity, email, calendar, communication & collaboration application support, identity & access management, and telephony. To be successful, you will need to be proficient supporting Windows 10 and Mac OS X platforms in an enterprise environment and have a solid grasp of network fundamentals.

In addition, this role will augment the Event Support team, working closely with Arena Operations staff to discover, fulfill and support IT requirements with the NBA, concert promoters, vendors and other Chase Center clients. This position reports to the Manager, IT Service Desk.

This is an excellent opportunity to share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication!

This is a full-time position based in San Francisco, CA (with occasional visits to Oakland and Santa Cruz, CA).

Key Responsibilities

• Answer and respond to all Service Desk calls, emails, IT Support Slack channels, and walk-up requests
• Track and monitor incidents, requests, and problems to ensure timely resolution
• Diagnose and resolve Tier 1 hardware, software, application, network, and telecommunication issues while operating in compliance with GSW policies and federal and state regulations
• Triage and classify incidents and requests within service level agreements
• Attend and possibly lead daily stand-up meetings with peers and other IT departments
• Order, Image, configure, deploy, and manage assets per departmental process
• Create, update, maintain documentation for clients and staff; provide technical guidance and training
• Provide game day setup, removal, troubleshooting and maintenance for NBA equipment for all Warriors basketball home games including preseason, regular season, and playoffs
• Provide event day set up and support for all other events at Chase Center
• Provide technical support and equipment setup for radio and TV broadcast connectivity, NBA scorer’s table and media sections
• Maintain the integrity, security, and privacy of various systems by following GSW’s policies and procedures.
• Other duties as assigned.

Required Experience & Skills

• Bachelor’s degree or equivalent work experience
• Minimum 2 years of general IT troubleshooting and support experience
• Solid grasp of computer network connectivity, hardware, MAC and Windows operating systems, Active Directory and Microsoft applications in an enterprise environment
• Ability to understand and apply best practices while staying current with emerging technologies
• Experience resolving issues related to teleconferencing software (Zoom, Ring Central) and its respective hardware and also with Email, communication & collaboration tools (Office365, Slack, and Dropbox)
• Bit Locker device encryption & single sign-on services and multi-factor authentication tools RingCentral and voicemail services
• CompTia A+/Net+, ITIL Foundations, and other relevant certifications preferred
• Excellent written and verbal communication
• Strong service orientation with the ability to build positive relationships with clients and peers at all levels within the organization
• Ability to balance multiple projects at once in a fast-paced work environment

Time Commitment

• Ability to maintain a flexible schedule including early mornings, evenings, late nights, weekends, holidays, extended hours, and on call hours

Physical Demands

• Ability to sit or stand for long periods
• Ability to lift up to 50 lbs.
• Ability to carry equipment of various sizes (computer monitors, laptops, boxes, etc.) for long distances and up/downstairs

Compensation

• $39.00 - 41.00 per hour + Bonus
• Comprehensive Medical, Dental and Vision benefits for employees and dependents
• Employer 401K match
• Vacation, Summer Half-Day Fridays and a generous paid time off plan for pregnancy and parental leaves
• Warriors home tickets, team store discount and more!

 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

 Golden State Warriors is an equal opportunity employer.

We will ensure that qualified applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Want to learn more about who we are and what we value? Visit www.warriors.com/employment