Senior IT Support Specialist

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The Senior IT Specialist serves as a senior technical resource within the Information Technology team and is responsible for providing advanced technical support, maintaining and improving end-user technologies, and helping ensure reliable IT operations across Hornets Sports & Entertainment. This position serves as an escalation point for complex technical issues and remains actively involved in day-to-day support and operations. The Senior IT Specialist will take ownership of assigned technology projects, assist with the development and implementation of IT standards and procedures, coordinate with technology vendors and internal business partners, and identify opportunities to improve the reliability, security, and efficiency of HSE's technology environment. The role is intended for an experienced IT professional who demonstrates strong technical expertise, initiative, and sound business judgment and is interested in continued professional growth within the IT function.

Hornets Values

• We operate with ​the highest level of integrity, driven by moral standards that guide us in everything we do.
• We communicate with full candor; openly, honestly, and respectfully with clarity.
• We work in the spirit of one team, committed to one vision, shared values, and an inclusive culture that ensures every person feels valued and respected.
• We hold ourselves accountable, and responsible to raise high levels of expectations of ourselves and our team.
• We compete at the highest levels and strive to be the best at everything we do
• We act with resilience and thrive in the face of challenges bringing others along with us.

Essential Duties and Responsibilities

• Serve as a senior technical escalation point for complex IT incidents, service requests, and system issues across hardware, software, network, and application environments.
• Troubleshoot and resolve advanced technical issues using root cause analysis across desktop, server, network, Microsoft 365, endpoint, and enterprise applications.
• Coordinate and prioritize Help Desk activities as needed to ensure timely and effective resolution of support requests.
• Provide high-level customer support and clearly communicate technical issues, solutions, and recommendations to employees, leadership, and vendors.
• Lead assigned IT projects from initiation through completion, including requirements gathering, planning, implementation, documentation, and post-deployment support.
• Support and administer core IT systems, including Active Directory, Microsoft 365, endpoint management, Exchange Server, and patch monitoring tools.
• Provide advanced support for Microsoft collaboration and productivity platforms, including Teams, SharePoint, Intune, and Power Platform tools.
• Assist with deployment, configuration, lifecycle management, and replacement of end-user devices, peripherals, and related technology equipment.
• Coordinate with technology partners for support, implementations, project execution, and system maintenance.
• Assist with IT asset management, inventory control, and hardware/software lifecycle planning.
• Develop, maintain, and improve IT documentation, knowledge base articles, and standard operating procedures.
• Identify recurring issues and operational inefficiencies and recommend process or technology improvements.
• Support IT needs for arena events, NBA games, third-party events, retail operations, and other business activities.
• Assist with onboarding and offboarding processes, including account provisioning, access management, and equipment setup.
• Provide after-hours and weekend support as required for events, maintenance, and critical incidents.
• Serve as technical lead on assigned initiatives and coordinate work efforts across IT team members and vendors.
• Stay current with emerging technologies, security threats, and industry best practices and provide recommendations to IT leadership.
• Perform other duties as assigned.

Required Skills, Experience, and Abilities

To perform the job successfully, you will have or demonstrate the following skills and abilities:

• 4+ years of progressive experience in IT support, systems administration, or a related technical role within a corporate or enterprise environment.
• Strong troubleshooting and root cause analysis skills across desktop, Microsoft 365, endpoint, and enterprise application environments.
• Working knowledge of Microsoft Windows workstation and server environments, Active Directory, Exchange, Microsoft 365, and endpoint management technologies.
• Experience supporting and administering Microsoft technologies, including Teams, SharePoint, Intune, and Power Platform tools.
• Working knowledge of computer networks, network troubleshooting, and related monitoring and support tools.
• Demonstrated ability to independently manage complex technical issues and take ownership from initial troubleshooting through resolution.
• Demonstrated ability to provide technical guidance, mentorship, and support to other IT team members.
• Strong customer service and interpersonal skills with the ability to establish effective working relationships across all levels of the organization.
• Excellent written and verbal communication skills with the ability to communicate technical issues, solutions, and recommendations to technical and non-technical audiences.
• Strong planning, organizational, documentation, and time-management skills with the ability to balance multiple concurrent assignments.
• Ability to identify recurring issues, evaluate processes, and recommend practical technology or operational improvements.
• Ability to work independently, exercise sound judgment, and appropriately escalate technical, operational, or security concerns.
• CompTIA A+ certification required within 9 months of employment (if not already held at time of hire).
• Bachelor's degree in Computer Science, Information Technology, or a related discipline preferred, or equivalent combination of education and professional experience. Relevant technical certifications are a plus.
• Ability to work a flexible schedule, including holidays, nights, weekends, arena events, and home games as required.
• Ability to travel occasionally
• Some heavy lifting is required

Additional Information

This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.

HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered.

Equal Opportunity Employer
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