Senior Analyst

The Senior Analyst, Technology Services, is the primary point of contact for technology services at MLB’s Jackie Robinson Training Center in Vero Beach, FL. This role demands premier technical and customer service skills, professionalism, and the initiative to resolve problems quickly and efficiently. The ideal candidate will possess strong technical knowledge, live event support skills, and understanding of IT security considerations.

Responsibilities

Service Desk

• Provide frontline service desk support, including resolving requests and incidents, and addressing end-user issues in person and remotely with punctuality, courtesy, and professionalism
• Configure, deploy, and troubleshoot Mac and PC-based user equipment, including desktops, laptops, tablets, mobile phones, printers, and peripherals such as monitors, keyboards, and mice
• Contribute to maintaining a comprehensive set of knowledge base articles for end users and technology staff, including onboarding/offboarding guides, troubleshooting documentation, internal team and external vendor contact lists, and operational runbooks
• Coordinate with other IT resources to ensure escalated tickets are resolved in a timely and efficient manner. Escalate complex problems and major incidents promptly while ensuring thorough documentation
• Identify opportunities to improve team efficiency and effectiveness through automation, process improvements, and optimization of existing platforms

Audio-Visual

• Provide AV support for meetings and live events, including setup, run of show, troubleshooting, and breakdown
• Maintain and troubleshoot AV equipment, ensuring readiness and reliability for events

Information Security

• Basic understanding of information security principles, including data protection, secure login protocols, and endpoint security
• Regularly review and report on potential security risks and vulnerabilities to management
• Maintain access control system datasets, compile reports, monitor system alerts, and maintain weekly door and gate schedules, and documentation using proper change management and process controls

Flexibility and Availability

• Be available to work a flexible schedule, including non-standard hours (before 9 AM or after 5 PM local time), as well as weekends and holidays
• Provide on-site and remote support during industry and baseball special events as required

Qualifications & Skills

• Bachelor’s Degree in Computer Science, IT, Broadcast Technology, or a related field, or equivalent work experience
• Minimum of 3-5 years of experience in end-user technology support within a medium or large enterprise environment

Technical Proficiency

• Strong Windows and MacOS fundamentals and troubleshooting skills
• Proficiency with collaboration tools such as O365, Google Workspace, Zoom, and Slack
• Familiarity with identity management platforms like Okta, Active Directory, and Azure AD
• Solid understanding of networking fundamentals, including IP, VLANs, WiFi

Soft Skills

• Exceptional customer service orientation
• Strong verbal and written communication skills, capable of articulating technical concepts to non-technical audiences, including executives and VIPs
• Ability to work independently, prioritize tasks, and collaborate effectively in a complex environment with multiple teams
• Tenacious problem solver and continuous learner with a proactive approach to technology
• Professionalism and discretion in handling confidential information

Preferred Qualifications

• IT certifications, such as CompTIA Security+, ITIL, or equivalent
• Experience with scripting or automation tools (e.g., PowerShell, Python) to streamline repetitive tasks
• Familiarity with enterprise AV platforms, such as Crestron or Extron systems

Salary Range: $70,000 - $80,000 (Base Salary) + Bonus

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, skills and any other factors Major League Baseball (MLB) considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees.