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Information Systems/Technical: Technical Support/Help Desk
Systems Engineer - Chicago Bears (Chicago, IL)
Summary/General Description: The IT Systems Engineer position is responsible for identifying, troubleshooting and resolving computer related issues for the Chicago Bears. Duties include identifying potential issues experienced by Chicago Bears employees and various player personnel. This position will assist with the maintenance and implementation of existing and new technologies (e.g. internet/intranet, networking, video conferencing, WiFi, A/V, IPTV, VOIP). The position requires an autonomous and energetic individual able to work extended hours.
Duties and Responsibilities:
Provides a high level of customer service and support on all computer, phone, and networking equipment to users, including employees, player personnel and event personnel.
Technology related hardware includes, but is not limited to: desktops, laptops, docking stations, displays, printers, copiers, multi-function devices, tablets, smart phones, network and VoIP phone equipment, etc.
Technology related software includes, but is not limited to: Microsoft Windows based server and client operating systems, Microsoft applications, anti-virus software, etc.
Performs network troubleshooting to isolate and diagnose common network problems and upgrades network hardware and software components as required.
Responsible for installment, setup, deployment, upgrade, maintenance, support, troubleshooting and retirement of technology related hardware and software. This includes providing training to staff.
Documents IT processes and systems.
Performs office adds, moves and changes for technology related equipment.
Utilize helpdesk ticket queue system in order to respond to and prioritize user requests, and provide update status on a daily basis.
Troubleshoot issues on an ongoing basis & test fixes to ensure problems have been resolved.
Maintain inventory of all equipment, software and software licenses.
Provide Audio/Visual conference room setup and support as needed.
Provides game day and event day support for internal and external events. This includes preparation for the NFL Draft and Bears Training Camp.
Upgrade servers to the latest operating systems and check for abnormalities.
Evaluate, test, and recommend hardware and software and diagnostic tools.
Configure new computers including creating system images for rapid deployment on new hardware.
Configure and deploy mobile phones bi-annually.
Review and take action on Security notifications.
Validate disaster recovery procedures to ensure effectiveness.
Use monitoring tools to proactively diagnose and identify failing/failed network components.
Performs annual audits on computer systems and hardware ensuring they are up to date with software and meet club standards.
Properly dispose/recycle hardware that is EOL.
Proactively learn and utilize new technologies, concepts and procedures.
Other duties as assigned.
Bachelor’s Degree in Computer Science or equivalent experience.
Minimum of 3-5 years of experience working in a helpdesk/desktop support environment.
Proficient in a broad range of technologies and software from Microsoft including but not limited to Windows 7, Windows 8, Server 2008/2012, Apple OS X, Apple iOS. Networking OS knowledge from Cisco/Extreme or related is a plus.
Able to work nontraditional hours in nontraditional settings including holidays, evenings, and weekends.
Excellent analytical, problem solving, organizational and communication skills. This includes the ability to interact and communicate effectively with all levels within the organization.
Must have excellent customer service skills and a team oriented attitude.
Must have the ability to work independently in a high pressure, fast paced environment.
This description is intended to describe the type of work being performed by a person assigned to this position. It is not an exhaustive list of all duties and responsibilities required by the employee.
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