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Milwaukee Bucks, Inc. Job Description

Job Title: IT User Support Specialist II

Class: Full-time; Exempt

Reports to: Chief Technology & Strategy Officer

Location: Milwaukee, WI

The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
• 401K with company match
• Pet Insurance
• 12 weeks of paid time off for parents to welcome newborns, adopted and foster children
• Unlimited PTO
• Professional Development through our internal learning & development program – Antler Academy
• Employee Resource Groups
• Milwaukee Bucks and NBA League Discounts
• Company Paid Parking and Phone Allowance

Summary:

The Milwaukee Bucks are seeking an enthusiastic and highly proficient IT User Support technologist to deploy user technology, solve user technology issues, train users and keep our Bucks user community at the highest level of productivity. This role requires consistent and successful performance supporting users across the Bucks front office, business office and arena office. This is an advanced support role that oftentimes requires problem resolution under pressure and time constraints. The IT User Support Specialist Level 2 will work as part of a larger team and will be able to get the assistance of other team members as needed. The Bucks has a vast array of technologies the IT User Support Specialist II has the opportunity and is encouraged to learn about and support to expand their role and impact. The IT User Support Specialist II reports directly to the Bucks CTO.

Specific Duties and Responsibilities:

• Ordering new Windows and Apple endpoints (Laptops, Desktops, and mobile devices) in a timely manner and monitoring the budget spend.
• Maintaining existing Windows and Apple endpoints and managing their repair as needed.
• Configuring new users and their endpoints in appropriate systems and loading software applications based on user profile, role, and needs.
• Understanding and utilization of the Solar Winds Service Desk ticketing software to log, assign, and handle user trouble tickets. Communicate issue resolution with impacted user(s).
• Use standard methodologies to maintain and solve user issues via virtual meeting or in-person.
• Decommission obsolete or malfunctioning hardware endpoint devices and recycling as needed.
• Working with other technology team members or vendor experts to troubleshoot and solve issues.
• Maintains technical proficiency on all Bucks user endpoint computing platforms: phones, desktops, and laptops, Windows 11 Enterprise, MacOS, iOS, Android, Microsoft O365, and various enterprise software applications whether general or department specific.
• Administering user accounts through Active Directory, Microsoft Entra ID and proprietary enterprise softwares and platforms.
• Creates and updates FAQ (frequently asked questions) and SOP (standard operating procedure) documentation and posting to the Bucks internal website.
• Maintain accurate inventory of all user endpoints across the enterprise and all support activity therein.
• Actively participate in department and project meetings such as change control, project implementation, and department events.
• Stay updated with the latest technology trends and advancements to enhance support services.
• Be an escalation point for other IT support specialists, providing guidance and training.
• Manage complex technical issues and escalations to technical experts, ensuring timely resolution.
• Collaborate with LOB users and leaders to improve user experience and continuous improvement.
• Drives the use of automation and AI into the troubleshooting and self-service workflow.
• Co-manage hardware and software budget with CTO to drive attainment of KPIs.
• Other technical duties as assigned to support IPTV, gameday technology, basketballs operation etc.

Qualification Requirements:

• At least 3 years of enterprise IT user support experience.
• Well versed with Apple and Windows products; A+ or other technical certification is preferred.
• Understanding and experience supporting A/V hardware and software technologies.
• Understanding of network and cloud technologies including ethernet, IP, domain controllers, DHCP, print servers, NAS, SAN, and SaaS architecture.
• Experience with AI platforms such as OpenAI, Anthropic etc. to help troubleshoot and improve workflow.
• Apple fleet management experience using MDM platforms such as JAMF or Mosyle.
• Experience with Microsoft Intune preferred.
• Experience creating formal IT documentation such as SOPs, physical/logical diagrams, software stacks, FAQs, lessons learned, workflows, maintenance plans, etc.
• Excellent customer service skills.
• Continuous Improvement mindset to optimize user experience and productivity and save costs.
• Strong desire to learn new technologies and expand technical skills.
• Excellent time management skills and planning skills.
• Excellent oral and written communication skills.
• Strong cognitive understanding and development of policy and repeatable procedures.
• Possess the ability to climb ladders and lifts, and rack, stack, and lift IT equipment up to 50 pounds.
• Able to work a flexible schedule including nights, weekends, and holidays.
• Ability to travel as needed.

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation.

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals 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.