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Information Systems/Technical Services: Technical Support/Help Desk
Help Desk Supervisor - Boston Red Sox (Boston, MA)

POSITION OVERVIEW:

We are seeking an experienced Help Desk Supervisor with exceptional customer service skills, very strong technical knowledge and the ability to lead others with confidence, patience and professionalism.  The Help Desk Supervisor’s role is to oversee all Help Desk personnel and to ensure that end-users are receiving the appropriate assistance with timely problem resolution.  This individual will develop, implement and oversee policies and procedures to ensure consistent service levels and quick resolutions.  The Help Desk Supervisor will also contribute to escalated problem resolution by giving in-person, hands-on support to end-users, when necessary.

 RESPONSIBILITIES:

 

           Strategy & Planning:

  • Developing a relationship with all business units to fully understand their lines of business, strategy, and the criticality of systems and infrastructure in their business with the goals of establishing appropriate service levels for our internal customers

  • Communicating with internal customers on the status of their support calls, system uptime and IT’s effectiveness of realizing service levels

  • Coordinate frequently with external call center to review processes, results, Service Level Agreements (SLAs), etc.

    Operational Management:

  • Resolving issues surrounding IT systems, end-user technology and technical infrastructure

  • Acting as a liaison with all IT teams in the development and maintenance of support processes

  • Supervise Help Desk staff -- provide feedback, mentoring, develop areas of expertise, etc.

  • Measure and improve performance and operations of Help Desk (eg. hold times, answered live, escalations, call resolution, root cause analysis, etc.)

  • Assist, guide, and train staff in their assigned functions

  • Prepare schedules; provide weekly status reports for IT management

  • Work closely with other teams to provide feedback to help identify and prioritize system enhancements and to understand system changes and to prepare users and the help desk for these changes

  • Work closely with other teams to develop and execute software rollout plans, including conversions, software distribution, communication with users, training, and post-rollout support

  • Conduct research on emerging products, services, protocols and standards in support of Help Desk technology

  • Stay current on hardware and software standards used to support end-users

  • Develop and maintain a standard image for company laptops and desktops

  • Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency

  • Interview and select new members to work on the help desk

CHARACTERISTICS/QUALIFICATIONS

  • Bachelors degree in computer systems design or computer science, and/or 8 years equivalent work experience

  • A professional level certification, such as the MCSE or CCNP is a plus. 

Knowledge & Experience:

  • Thorough knowledge of Microsoft software (eg. Office, Exchange, Outlook, Active Directory, etc.)

  • Experience with desktop and server operating systems (Window OS’s and MAC OS)

  • Deep experience supporting and troubleshooting PCs, laptops, mobile devices, peripherals, networking issues, desktop applications, etc.

  • A working knowledge of TCP/IP and communication protocols.

  • A working knowledge of Ethernet switching and routing concepts and theory

  • An intermediate level of expertise configuring Ethernet switches, VLAN assignments.  Experience with Cisco and/or Brocade switching technology is a plus.

  • An intermediate level of knowledge of TCP/IP routing protocols, configuring/troubleshooting routing issues.

  • An intermediate level of knowledge of enterprise storage technologies, including SAN/NAS, archive storage, backups.  Knowledge of EMC storage technology is a plus.

  • An intermediate level of knowledge of network security concepts, exposure to managing firewalls using Checkpoint technologies is a plus.

  • An intermediate level of knowledge supporting an enterprise WiFi system, including expertise troubleshooting authentication and interference issues.  

  • An intermediate level of expertise supporting a virtual desktop infrastructure using VMWare Horizon.

  • An intermediate level of expertise supporting application streaming using Citrix XenApp

  • Experience troubleshooting network connectivity issues at Layer 1

  • An intermediate level of understanding of audio/visual technologies – supporting televisions, in-house cable systems, connecting laptops to display technologies. 

  • Experience supporting a VoIP telecommunications environment – experience with a Shoretel phone system is a plus.

  • Experience defining and executing on call management processes

  • Experience with Microsoft SCCM, a plus

Personal Attributes:

  • Demonstrated consultative, analytical and problem solving skills

  • Strong customer-service orientation

  • Ability to communicate ideas in both technical and user-friendly language

  • Good written, oral, and interpersonal communication skills

  • Highly self-motivated and directed

  • Keen attention to detail

  • Ability to prioritize and execute tasks in a high-pressure environment

  • Ability to work effectively with clients and other technical staff

  • Experience working in a team-oriented, collaborative environment


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Information Systems/Technical Services: Technical Support/Help Desk
Information Technology Intern - Cleveland Sportservice at Progressive Field (Cleveland, oh)

Delaware North Sportservice

A special place to work. AN EXTRAORDINARY PLACE TO GROW.

Cleveland Sportservice at Progressive Field

Cleveland Sportservice is the proud partner and exclusive food and beverage provider at Progressive Field, one of the most beautiful and unique sports venues in the United States.  Progressive Field is the home of Major League Baseball’s Cleveland Indians.

Located in the Gateway District of downtown Cleveland on the corner of Ontario and Carnegie Progressive Field raises the bar of excellence for sports and entertainment facilities. Home to the new Corner Bar and Right Field Neighborhoods, Progressive Field offers a unique way to dine at the ballpark.

Our associates are talented individuals and are committed to teamwork, hard work and customer service. If you share our vision of creating special experiences one guest at a time©, we want to know you!

Candidates must be willing and able to work a flexible schedule, including nights, weekends and holidays.  This is a paid internship.

The Opportunity

Are you passionate about technology and computer systems?  Are you tired of working in a traditional office environment? If you are seeking an opportunity in the technology field where thousands of guests are entertained and in an industry that offers new and exciting challenges every day, this is the opportunity for you!

Your performance will be evaluated against these critical areas:

  • Decision Making & Problem Solving: ensure technology issues are addressed timely, mitigating any disruption in service, selecting the best course of action and ensuring that the problem is resolved, and is documented to prevent future recurrence.
  • Compliance: ensure all systems meet current standards for privacy and functionality
  • Guest service & quality: staying passionately committed to providing fast and high quality support for customer needs; communicating the need and commitment for delivering exceptional internal and external customer experiences

We are seeking candidates with a passion for guest service and previous experience with point of sale systems, network infrastructure and providing end-user support.  Candidates with exceptional decision-making and leadership skills, integrity, high levels of energy and enthusiasm, and has a get the job done attitude, will be considered for this unique opportunity.  This is a part-time position, schedule will be dependent upon the Cleveland Indians home schedule, evenings and weekends are required.

Take your career beyond the ordinary—to the extraordinary.

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.

Delaware North is one of the largest and most admired, privately-held hospitality companies in the world.  Founded and owned by the Jacobs family for nearly 100 years, it is a global leader in hospitality and food service with operations in the sports, travel hospitality, restaurants and catering, parks, resorts, gaming and specialty retail industries.  Delaware North has annual revenue exceeding $3 billion with 60,000 employee associates. To learn more, visit www.delawarenorth.com.

All applicants may be subject to a pre-employment background and/or drug testing.  There is no cost to the caniddate for this screening.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.  Delaware North is an equal opportunity employer.

Note: When you apply for this job online, you will be required to answer the following questions:

1. Yes/No: Are you 18 years of age or older?
2. Yes/No: Are you enrolled in an IT program or worked in IT previously?
3. Yes/No: Are you available February - October?
4. Yes/No: Do you have POS system experience?


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Information Systems/Technical Services: Technical Support/Help Desk
Systems Administrator - Oakland Athletics (Oakland, CA)

The Oakland Athletics are currently seeking a Full Time Systems Administrator.  The Systems Administrator is a key member of the IT team and will be responsible for supporting a wide range of business critical systems including high-available network infrastructure, telephony, WAN/LAN topologies and Windows server farm. 

Responsibilities:

  • Administer our medium sized network supporting various switching, security and wireless manufactures (Cisco, Juniper, Brocade, Palo Alto and Aruba)
  • Understanding of multiple ISP load balancing and high availability design and architecture
  • Troubleshoot and support layer 3 VLANs in production, development and guest networks
  • Support physical and virtualized Windows server farm utilizing VMWare 5.x, NetApp, Nimble and Dell
  • Understanding and ability to troubleshoot Windows server roles such as AD, DNS, IIS and DHCP
  • Experience with sys log server monitoring and alerting for all critical devices
  • Telephony: understanding of IP, digital and analog technologies and ability to troubleshoot twisted pair moves, adds and changes
  • Provide level 2 type helpdesk support and the abililty to influence, train and effectively communicate to more junior IT staff and have a passion for leveraging technology to improve the overall productivity of IT operations
  • Avaya Aura Messaging and Communication Manager is a plus – along with CMS and eCAS
  • Windows Server install and configuration from bare metal
  • Serve as senior level helpdesk support for Desktop Admin and willingness to take ownership of escalated technical issues
  • Working knowledge of Windows patch management and group policies

Qualifications:

  • Computer Science or Engineering degree is preferred.
  • Minimum of two years’ experience as systems or network administrator.
  • Ability to work non-traditional work hours that includes nights, weekends and holidays.
  • Must be able to travel between Oakland and Mesa, AZ.
  • Requires strong organizational skills and high attention to detail.

Note: When you apply for this job online, you will be required to answer the following questions:

1. Computer Science or Engineering Degree? (Y/N)
2. Minimum 2 years experience as systems of network administrator? (Y/N)


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Information Systems/Technical Services: Programmer
Application Developer - The San Diego Padres (San Diego, CA)

DUTIES & RESPONSIBILITIES:

•Oversees all business related application development and data processes

•Leads the design, development, testing, implementation, and ongoing maintenance for various software projects

•Responsible for overall, day-to-day maintenance, and database administration for the company’s database and application servers

•Primary technical administrator for the Padres’ CRM system (Microsoft Dynamics)

•Manages all data integration projects both within the organization and with external third parties such as Ticketmaster and Major League Baseball

•Works closely with the Business Intelligence department creating a strategic plan for the company’s data collection, analysis, and reporting practices

• Acts as a company resource by creating reports and manipulating data for analysis purposes

•Meets with various stakeholders throughout the organization to learn their needs and suggest possible software solutions

•Manages relationship with contracted partners on outsourced technology projects

•Works with IT staff to resolve basic support tickets and service requests

•Prepares documentation of IT policies, procedures, and systems

•Trains staff in the use of both in house developed and third party software

•Provides onsite technical support to staff and tenants during Padres events

•Assumes other duties and responsibilities as assigned

JOB REQUIREMENTS:  Must meet the following minimum requirements:

•Minimum of a 4-year Bachelor’s degree or educational equivalent in Computer Science or other closely related field. MBA preferred

•4-6 years of experience with C#.NET, VB.NET, Visual Studio, and the .Net Framework

•Expert level knowledge of relational databases, specifically Microsoft SQL Server, proper database and table design, normalization, T-SQL, and SSIS

•Advanced understanding of web application design and development utilizing HTML, CSS, JavaScript, .NET, and AJAX

•Knowledge of the following is a plus but is not required: Source Control (Git), LINQ, jQuery, Node.js, Objective C, Microsoft Dynamics, NoSQL Databases (ElasticSearch), and Crystal Reports

•Familiarity with software development life cycle principles and industry best practices

•Possess excellent problem solving skills and the ability to research possible solutions

•Good interpersonal, verbal, and written communication skills

•Possess high degree of discretion, integrity, professionalism, and accountability for area of responsibility and related results

•Minimum physical requirements:  able to travel to and gain access to various areas of the ballpark for prolonged periods of time during games and events; able to lift and transport up to 50 pounds

•Professional image and demeanor 

•Ability to work flexible hours including evenings, weekends, holidays and extended hours as needed

•Ability to travel as needed

OTHER PREFERED QUALIFICATIONS:

•Administrative experience with a CRM system (Microsoft Dynamics a plus)

•Advanced JavaScript experience with knowledge of jQuery, Node.js, JSON, and NoSQL/JSON based databases

•Mobile development using Objective C and HTML 5

•Experience working with public web APIs

•Help desk experience or basic knowledge about computer and network support

•Familiarity with basic statistics

•Bilingual in English and Spanish

The San Diego Padres are an Equal Opportunity Employer.


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Information Systems/Technical Services: Computer Information Systems
Field Technician - Tickets.com (Houston, TX)

Tickets.com is a privately held subsidiary of MLB Advanced Media, LP, the interactive media and Internet division of Major League Baseball.

At Tickets.com, we’re a passionate bunch of people, driven by a relentless pursuit of innovation. Our mission is to deliver world-class ticketing products and services that provide value to our clients and partners, with profitability to our stakeholders.

We're headquartered in beautiful Orange County, California, with offices in the state of New York, across Europe, and in New South Wales, Australia.  We enjoy a fun and casual work atmosphere, and we pride ourselves on working hard to deliver quality results.

We are searching for a Field Technician to support our client in Houston, TX. The Field Technician ensures that all Tickets.com equipment in an assigned geographical area is well-maintained and quickly repaired when it breaks down.  The Field Technician accomplishes this through regular preventive maintenance visits and troubleshooting/repairs by phone or in person.  This position requires that the Technician carry a cell phone at assigned times and respond promptly to any issues. Provide support and training for all outlets.

Essential Job Functions:

  • Repair all Tickets.com system-related peripheral equipment.
  • Perform preventive maintenance and repair, as needed on all thermal ticket printers, computers, report writers, CRT’s, modems, terminal servers, ISDN and Frame Relay routers, and networking and data communications gear.
  • Troubleshoot repair problems via telephone.  Site visits can be reduced by effectively troubleshooting over the telephone.
  •  Make regularly scheduled preventive maintenance visits to all assigned client and ticket center locations.
  • Continually improve understanding of current technical issues, devices and technologies associated with Tickets.com systems.  Ensure an understanding of Tickets.com system wiring, connectivity and methods for utilizing device indicators to assist in troubleshooting.
  • Provide support and training for all outlets.
  • All other duties as assigned.

 Position Requirements:

  • Minimum two (2) years Technical experience
  • Technical Degree or equivalent. A+ and Network + preferred.
  • Excellent communication skills, both verbal & written
  • Detail oriented, organized, proven ability to follow up on tasks
  • Self-starter, able to prioritize and work independently
  • Ability to work well with others and provide constructive feedback
  • Strong listening skills
  • Ability to work effectively under pressure

If you think you’re a good fit for the position and the team, we’d love to hear from you!

Tickets.com is an Equal Opportunity Employer


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Information Systems/Technical Services: Computer Information Systems
User Experience Designer - Tickets.com (Costa Mesa, CA)

Tickets.com is a privately held subsidiary of MLB Advanced Media, LP, the interactive media and Internet division of Major League Baseball.

At Tickets.com, we’re a passionate bunch of people, driven by a relentless pursuit of innovation. Our mission is to deliver world-class ticketing products and services that provide value to our clients and partners, with profitability to our stakeholders.

We're headquartered in beautiful Orange County, California, with offices in the state of New York, across Europe, and in New South Wales, Australia.  We enjoy a fun and casual work atmosphere, and we pride ourselves on working hard to deliver quality results. 

We are seeking a User Experience Designer.  Responsibilities include translating corporate product goals into a user friendly and efficient design by applying industry standard usability methodologies such as human factors engineering, heuristic evaluations, and usability testing. Shall also identify and research newer technologies for inclusion in the company’s products and services.  This position will work to improve the usability, usefulness, and desirability of web sites in collaboration with user interface designers and developers, project management, system engineers, and software developers.

Essential Job Functions:

  • Work collaboratively to translate business requirements, user goals and creative strategy into engaging experiences.
  • Create wireframes, user flows, use cases, personas, site maps, interactive screen prototypes, and conceptual models to clarify and refine  and define products using a variety of tools including Photoshop, Illustrator, Visio, Dreamweaver and languages/tools such as  HTML, DHTML, JavaScript and CSS.
  • Observe, conduct and analyze qualitative and quantitative user research, such as focus groups, interviews and surveys and rapid iterative usability testing of wireframes, mockups, and prototypes.
  • Research newer technologies for relevance, market penetration and compatibility for possible inclusion in all products and services.
  • Assist product management and feature teams in defining functional interaction requirements specifications.

Position Requirements:

  • Ability to think creatively and analytically
  • Uncompromising attention to detail
  • An outstanding portfolio of full site and page design with emphasis on general public ecommerce (goods and services) functions
  • Must demonstrate quality software and user interface design expertise in a commercial ecommerce business application software environment with at least 4 years of web analyst/design experience
  • Proficiency with standard software tools for flowcharts, wireframes and prototypes
  • Strong verbal and written communication skills
  • Ability to articulate and present ideas based on sound user experience and interaction design principles
  • Able to manage multiple tasks and projects simultaneously
  • Team oriented, self-motivated
  • Understand W3C and 508 accessibility guidelines
  • Excellent understanding of composition, color, imagery and typography
  • Flash experience desirable

Tickets.com is an Equal Opportunity Employer.


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Information Systems/Technical Services: IT Database Management/Services
Senior Software Engineer (Database Application Developer) - Tickets.com (Costa Mesa, CA)

Tickets.com is a privately held subsidiary of MLB Advanced Media, LP, the interactive media and Internet division of Major League Baseball.

At Tickets.com, we’re a passionate bunch of people, driven by a relentless pursuit of innovation. Our mission is to deliver world-class ticketing products and services that provide value to our clients and partners, with profitability to our stakeholders.

We're headquartered in beautiful Orange County, California, with offices in the state of New York, across Europe, and in New South Wales, Australia.  We enjoy a fun and casual work atmosphere, and we pride ourselves on working hard to deliver quality results. 

We are seeking a Senior Software Engineer (Database Application Developer). Responsibilities include focusing on development of new products & features.  The Software Engineer will design, code and test medium to large software modules as they apply to a specific product. They will also perform requirements analysis, create functional designs, and detailed design specifications as they relate to the implementation of the software and support.

Essential Job Functions:

  • Design, code, and test medium to large software modules
  • Own short term planning of IT projects and programs, creating the requirements analysis, functional design, and detailed technical design specifications as they relate to the implementation of a software module
  • Participate in the development of larger modules which may also include collaboratively authoring requirements analysis, architectural designs, or detailed design tasks under the direction of a more experienced engineer
  • Write technical documentation
  • Strong analytical experience and prior production support experience
  • Experience in the use of the PC/Intel or Linux and scripting as a software development platform
  • Possesses knowledge of IT, including experience in SDLC and project methodologies
  • Utilize source control tools and related build mechanisms
  • Estimate the complexity of a certain task and an appropriate schedule
  • Resolve complex software problems/bugs via advanced debugging techniques especially in Oracle and stored procedure
  • Ability to dig in and understand current processes and make appropriate recommendations for changes
  • Follow all company standards, including the software coding standards document

Position Requirements:

  • Bachelor of Science in Engineering or Computer Science (or equivalent) is required
  • At least five  years of experience working as Database Business Application Developer
  • Candidate must have a strong background in Oracle 10g +, SQL, PL-SQL, Stored Procedures, Triggers and Functions.
  • Deep understanding of complex SQL using oracle functions and features and dynamic SQL using oracle functions and features and dynamic SQL
  • Candidate should have deep understanding of data modeling
  • Experience in debugging and testing of stored procedure and data analysis is desirable
  • Experience using data tools such as SQL Plus or SQL Developer
  • Experience in working with any reporting and analytical (BI) tool, preferably Jasper and/or Crystal is plus
  • Experience in creation and maintenance of Data Warehouse and Data Marts using Oracle is big plus
  • Experience in programming language preferable in Java is plus
  • Box Office Management or other ticketing experience, a plus
  • Knowledge of performance tuning and query optimization, a plus
  • Ability to interface with all levels of employees, specifically to work cooperatively with software engineers, system administrators, product managers and other stakeholders
  • Ability to work both independently with little supervision and in a team environment
  • Must be articulate and communicate effectively, both in written and oral formats, with a specific ability to author and communicate technical designs and documentation
  • Must practice regular and continued self-education
  • Exercise troubleshooting and problem solving skills
  • Excellent attention to detail and organization skills
  • Ability to maintain and meet schedules
  • Willing to learn new technologies and tools
  • Remote evening and weekend work as required including having home internet access

Tickets.com is an Equal Opportunity Employer.


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