Coordinator, Help Desk

Job Description

Who are we:
A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.

Who are you:
An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

What you will do: (Responsibilities)
• Receive, log, address, and resolve Help Desk tickets and requests received by e-mail, phone or walk up. Engage other service desk resources or appropriate escalation resources to resolve tickets beyond the scope of their ability or responsibility.
• Identify common problems and put solutions in place to reduce calls to the Help Desk by creating how-to documentation and videos.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Generate status reports and keep coworkers well informed on the status of trends, significant problems, unexpected delays, and any other developments.
• Image and install new PC and Mac equipment.
• Assist users with cell phones, backing up and restoring data, configuring e-mail accounts, etc.
• Maintain hardware and software inventories. Audit existing equipment and make recommendations to constantly improve end user experience.
• Provide IT orientation for new employees and conduct basic in-house user training.
• Assist Technical Help Desk Manager with special projects.

What we need from you: (Required Skills/Abilities)

Technical Skills
• CompTIA A+, Microsoft MTA, or other industry certifications, preferred.
• Strong written and verbal communication skills as well as the ability to work without close supervision are critical success factors.
• Strong knowledge of and ability to support a Microsoft enterprise environment including Windows and Office applications.
• Strong troubleshooting skills and a professional demeanor.
• Basic TCP/IP networking and troubleshooting skills (ping, traceroute, DHCP, DNS, ARP).

Personal Skills
• Must have excellent customer service skills.
• Must be organized, enthusiastic, and focused on delivering superior service.
• Must be able to use and manage time wisely and effectively.
• Be a dedicated self-starter, trustworthy enough to move with relative autonomy.
• Exhibit good judgement and decision-making skills.
• Demonstrate excellent interpersonal skills and be comfortable collaborating with various teams.
• Willingness to work a flexible schedule including nights and weekends as necessary based on the changing priorities of the department.
• Able to travel for event support and provide after-hours / weekend support on a rotating basis.

Education and Experience:
• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a closely related field, or equivalent experience required.
• Previous call center or IT Help Desk experience is preferred.
• Previous customer service experience is preferred.

Physical Requirements:
• Ability to lift up to 25 lbs. of equipment.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

If this opportunity looks exciting to you, please complete the application process. Go Hawks!

Jobcode: Reference SBJ-dyqqzq-216-73-216-26-42 in your application.