Technical Support Analyst

About the team: The Jacksonville Jaguars are a professional football franchise in the NFL’s AFC South Division. Founded in 1995, the team has won five division titles and is owned by Shahid Khan, whose portfolio also includes Flex-N-Gate, Fulham Football Club, All Elite Wrestling, Bold Events, and Iguana Investments. Under Khan’s leadership, the Jaguars have invested in EverBank Stadium, created Daily’s Place amphitheater, and opened the state-of-the-art Miller Electric Center. The organization is advancing the Jacksonville Shipyards revitalization and a reimagined Stadium of the Future that will host major events, including future Super Bowls and marquee concerts. The Jaguars Foundation has donated over $39 million to neighborhood revitalization, youth development, and league-wide initiatives. The culture is built on Passion, Respect, Innovation, Dedication, and Empowerment (PRIDE), fostering continuous learning, excellence, and a dynamic workplace.

About the role

The Jaguars Technology team is seeking a Technical Support Analyst to provide support for all information technology products and services.

Responsibilities

• Perform desktop support, including computer hardware/software installations, repairs, and maintenance of computer systems, desktops, and peripherals.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Maintain and monitor end-user workstations and printers.
• Educate users on basic functionality of software and hardware.
• Investigate user problems, identify their source, test and implement solutions.
• Install, configure, and maintain workstations (PC and Mac), file servers, network cabling, and related equipment; add or upgrade disk drives, printers, and related equipment.
• Perform and/or oversee software and application installation and upgrades.
• Provide first-level network troubleshooting and support, including verification of network connectivity and patching/termination of cables.
• Assist with onboarding and offboarding employees, including equipment setup and account access.
• Provide technology orientation to new hires.
• Respond to technical assistance requests from all departments via phone, email, ticketing system, and in person.
• Manage directory, computer accounts, and group policies.
• Maintain and update computer hardware and software inventories on a regular basis.
• Maintain confidentiality regarding information processed, stored, or accessed by end-users on the network.
• Test, maintain, and provide technical support for stadium systems used on gameday.

Requirements

• Proficient in Microsoft Windows, Office, Exchange, Active Directory, iOS, and macOS.
• Proficient in automated system deployment tools such as WDS and Ghost.
• Basic network troubleshooting skills.
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure, and maintain computers, networks, and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Willingness to work occasional evenings and weekends to support football and business operations, planned maintenance, system upgrades, and urgent technical issues.
• Participation in an on-call or rotating support schedule is required.
• Ability to work in a fast-paced environment.

Benefits

• Health, Dental, Vision, Life, and Pet insurance options.
• Mobile phone stipend.
• 100% match of the employee’s 401(k) contribution, up to 5% of income.
• 16 weeks of paid parental leave, including adoption; Leave Sharing option available.
• Company-provided lunch during the work week.
• Wellness Programs: Employee Assistance Program through NFL Lifeline, preferred access to mental health appointments, onsite weight facility, company-sponsored rec leagues, YMCA discounts, wellness challenges, Modern Health.
• Team member recognition and mentor programs.
• 21 paid company holidays plus 17 days of PTO (over one month of paid time off), Summer Fridays, and flex scheduling.
• JagsU and various company/departmental training and development options, internal shadow program, senior leadership lunches, programming through prestigious universities.
• Employee events and celebrations: Anniversary Celebration, PRIDE Awards Ceremony, Employee Days of Service, Employee Appreciation Day, holiday party, quarterly all-team meetings, and more.
• Opportunity to receive tickets to Jaguars home games, concerts, and other local events.
• Various perks and discounts through local partners.
• Onsite notary.