Specialist Workplace Technology
Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.
Who are we hiring?
The Workplace Technology Specialist is responsible for providing exceptional technology experiences through proactive, customer-focused, and responsive support for IT systems and hardware located at all company properties. This role will respond to L2 & L3 incidents and requests and provide technology solutions to quickly resolve issues, improve processes, and deliver critical applications in support of the business and the end-user experience. This role requires a customer focused individual with a diverse range of technology experience that serves the end-user while working independently to problem solve and proactively address potential issues related to the technology workplace experience.
What will you do?
- Daily management of assigned ServiceNow tickets
- Acknowledge and maintain work in progress logs while driving accurate resolution of incidents and requests across assigned business units.
- Equipment receiving/logistics, configuration, staging, functional testing, implementation, on-site functional validation, and support.
- Partner across technology teams to resolve support issues.
- Provide clear and timely updates on incident tickets to end-users and management.
- Identifies problems and takes corrective action within established guidelines.
- Collaborate with team members to ensure the best possible outcome is reached for assigned ServiceNow tickets.
- Support the end-user experience with timely, polite, and efficient customer service.
- Work closely with Corporate Service Desk when updating standard operating procedures.
- Document existing computing environment and ensure documentation remains current.
- Work after-hours and weekend on-call shifts with timely response to incidents.
- Participate and/or lead special projects and performs other duties as assigned.
- Collaborate with Executive IT (EIT) on cross-functional projects and support.
What do you need to succeed?
- 3+ years of experience in end-user support, endpoint configuration, installation, and upgrades
- Extensive knowledge of Audio/Video Systems, configurations, and Support (MS Teams, Zoom)
- Ability to adapt to shifting priorities and open to learning new ways of working.
- Ability to embrace change with a flexible mindset, even if the way forward isn’t clear.
- Ability to work both independently to trouble shoot and problem solve.
- Ability to be a reliable team member, capable of effective collaboration to achieve our shared goals across teams and departments.
- Ability to communicate effectively at all levels of the organization and relay technical information in a concise manner, tailoring the message based on the purpose, audience and channel.
- Ability to build strong relationships with all customers (internal and external).
- Possess strong active listening skills to support interaction during incident resolution with end-users of all levels.
- Possess a passion for delivering exceptional customer service with internal and external customers.
- Microsoft Certified Solutions Engineer (MCSE) – preferred.
Special Requirements
- Full-time onsite role with flexible availability for late night hours, on-call scheduling, and weekend support.
- May be required to travel several times throughout the year to other business locations.
- Must be able to lift up to 50 lbs. on a regular basis.
#LI-Onsite
At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.
We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.