IT Support Specialist (Help Desk)

Provides in-house customer service support for all American Airlines Center (“Center”) communication services that includes telephones, computers, printers, cell phones, and Wi-Fi for all customers connected to the Center’s IT infrastructure, as well as event-related clientele that are dependent upon IT support and AAC resources.     

Essential Functions

• Coordinates Help Desk Ticketing system for the IT department by solving, monitoring, and assigning help desk tickets to staff for timely closures;
• Manages cell phones, desktop computers, notebooks, tablets, printer inventories, and sends out updated phone list to required internal and external staff;
• Creates, administers, and maintains Generic Authorization database used for “Value Added Gift Cards” and “Gift Cards” for Stars, and Mavs Season Tickets and Platinum Premium Seating. Manages gift and discount cards for teams by entering and tracking usage;
• Maintains and updates documentation and reporting on help desk ticket system and desktop environments and generates monthly, annual and special reporting;
• Manages systems security for desktop, printers, copiers and other applicable devices;
• Resolves and closes Help Desk incidents in a timely manner, backs up the Manager of POS Integrated Systems with some limited network issues, POS terminals, and wireless services for games and third-party events;
• Manages and troubleshoots Microsoft Office 365 and supports company-wide software packages & desktop software images;
• Serves as event support manager on rotation- assigned events;
• Supports and assists IT department contingent upon requisite cross training as needed, including special projects, audits, inventories, and\or miscellaneous tasks as assigned by the CTO;
• Demonstrates a willingness to take on new projects and initiatives, collaborates with IT staff to drive innovation and improve technical systems and processes;
• Other duties as assigned.

Education/Qualifications:

• Minimum Associates Degree in Information Technology degree preferred or equivalent combination of education and experience;
• Minimum of 2 years related experience with MIS, Telecom Systems, Data Networking, and Computer Maintenance and/or training or equivalent combination; preferred
• Minimum of 1 year Computer Graphics Design experience with Photoshop and other graphics applications;
• Minimum of 1 year customer service & support experience; preferred
• Knowledge of Computer Operating Systems and Point of Sale Systems is preferred
• Must be detailed-oriented, with strong organizational skills,
• Must work well in team environment

The qualified individual personifies our core values of  INTEGRITY, TEAMWORK, PASSION, and EXCELLENCE at all times.

Physical Demands/Work Environment

• Position requires the ability to reach with hands and arms, and use hands to handle, or feel, stand, climb or balance and stoop, kneel, crouch, or crawl, walk and sit;
• Position requires the ability to occasionally lift and/or move up to 40 pounds while twisting and/or turning;
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Ability to work at heights and climb stairs and/or ladders;
• Ability to work extended hours including nights, weekends, holidays (rotations are required)
• Ability to respond on an immediate basis during normal business hours, after hours and on weekends via mobile phone is required/phone allowance is provided.
• Employees with this phone access requirement are not restricted in their movement, location, and activities during off hours when they are not at work.

AMERICANS WITH DISABILITIES ACT - JOB ACCOMMODATION REQUESTS
Any individual who requests a job accommodation due to a physical or mental impairment will require a dialogue with Human Resources to determine if the individual can perform the essential duties of the job, with or without a reasonable accommodation. Medical documentation will be required to support any request for medical restrictions that impact job duties. 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.