Help Desk Analyst

Help Desk AnalystThe Help Desk Analyst provides first-line technical support to front office staff and game-day operations. This role is responsible for troubleshooting hardware, software, and network issues in a fast-paced, high-availability sports environment where uptime is critical.Duties & ResponsibilitiesProvide support for desktops, laptops, mobile devices, printers and standard applications.Respond to and resolve help desk tickets in a timely manner, both remotely and on-site.Support game-day technology operations, ensuring systems are functioning before, during, and after events.Troubleshoot issues related to Wi-Fi connectivity, VPN access, and user account management.Assist with onboarding/offboarding processes, including device setup and access provisioning.Escalate complex technical issues to senior IT staff as needed.Maintain accurate documentation of incidents, resolutions, and IT assists.Participate in system updates, patching and routing maintenance tasks.Maintains upmost confidentiality.Other duties as assigned.Minimum Qualifications for the Position:Associates or Bachelors degree in Information Technology or related field, or equivalent experience.Basic understanding of Windows and/or macOS environments.Familiarity with Microsoft 365, Active Directory, and ticketing systems.Strong problem solving and communication skills.Ability to work under pressure and in time-sensitive situations.Exposure to networking concepts (DNS, DHCP, TCP/IP) preferred.Experience supporting mobile devices (iOS/Android) preferred.Ability to work non-traditional hours including nights, weekends, and holidays as needed.Critical CompetenciesEnsures Accountability – follows through on commitments and makes sure others do to the same. Acts with a clear sense of ownership. Takes personal responsibility for decisions, actions, and failures. Establishes clear responsibilities and processes for monitoring work and measuring results.Action Oriented – readily takes action on challenges, without unnecessary planning. Identifies and seizes new opportunities.Demonstrates Self-Awareness – reflects on activities and impact on others. Proactively seeks feedback without being defensive. Admits mistakes and gains insight from experiences.Self-Development – shows personal commitment and takes action to continuously improve. Accepts assignments that broaden capabilities. Earns from new experiences, from others, and from structured learning. Makes the most of available development resources.Optimizes Work Processes – identifies and creates the processes necessary to get work done. Seeks ways to improve processes, from small tweaks to complete reengineering.Benefits & Incentives:Medical Plans: Comprehensive and affordable medical plans; supplemental vision care, dental care, life insurance coverage, fully paid, short and long-term disability and life insurance coverage.Investments: 401(k) with employer matching; annual discretionary defined employer contributionsPaid Time Off: Generous paid time off including vacation, sick, volunteer time, and diversity awareness daysSabres Experience: (up to 4) Comp tickets to Buffalo Sabres, Buffalo Bandits, Rochester Americans when availableWellness: Annual Health & Wellness fair, monthly wellness initiatives including but not limited to lunch & learns, fitness classes and challenges.Sabres Family: many annual social events for employees and their families to enjoy, including various holiday parties and activities. DEI committee with annual initiatives, ERG (Employee Resource Groups), Community Volunteer opportunities and more.Compensation:This is an hourly role that will pay between $21.50-$23.00 per hour. Note: Wages will be determined based on factors such as candidate experience, qualifications, skill set and internal equity.Work Environment & Physical Demands:This role operates in both office and stadium settings, requiring on-site presence during games and events. Live event coverage does consist of being around loud stadium noises and crowds. While performing job duties, the employee is regularly required to stand, sit, walk, reach, kneel and crouch. Candidate must be able to lift up to 20 pounds.Hockey Western New York, LLC is an Equal Opportunity Employer