System Support Analyst
New York, NY

Job Description

Overview

Hudson Yards has become the cultural center of Manhattan's New West Side. A template for the future of cities, this new neighborhood has not only changed the way New York looks to the world, but the way the world sees New York. Be a part in shaping one of a kind experiences at New York's newest neighborhood by joining our team at Vessel, Snark Park and edge. We are looking for individuals passionate about unforgettable experiences in the world of thrill and design.

* Vessel is a new kind of public landmark. Engaging and interactive, the centerpiece of the Public Square and Gardens is meant to be climbed and explored with others.
* edge is the highest man-made outdoor viewing area in the western hemisphere, edge offers a sky high view of New York from a hundred stories up.
* Snark Park is a multi-faceted exhibition space that will house a series of immersive art installations that play with material, texture and the reduction of color, all created by the design studio Snarkitecture. An ecosystem of tailored design, Snark Park offers a unique retail experience with exclusive merchandise designed by Snarkitecture and food in collaboration with KITH Treats.

We offer flexible work schedules, competitive compensation and benefits, opportunities for growth and development and the ability to create entertainment experiences that move and engage people to see New York in a whole new way. The System Support Analyst will play a key role in supporting the attraction's ticketing system. The primary responsibility of the Analyst will be to assist with the daily operations and configuration of the Galaxy ticketing system. He/she will also assist the Ticketing System Administrator with installation and troubleshooting of hardware and software to ensure a smooth operation. Working with staff and vendors, the Analyst will assist in supporting the company's systems, performing upgrades and implementations. The assistance includes, but is not limited to, user support, computer setup, maintenance and service, and troubleshooting, assisting with network and infrastructure maintenance, and other technology needs of the attraction and its staff.

Responsibilities

Your role within the company:

Hudson Yards is currently seeking a System Support Analyst who will play a key role in supporting the daily operations and configuration of the attractions' ticketing system. Reporting directly to the Director of System Operations, the Analyst will also assist the Director with installation and troubleshooting of hardware and software to ensure a smooth operation, work with staff and vendors to troubleshoot issues and assist in performing upgrades and implementations. This position is a great opportunity for someone who loves box office operations wanting to expand their technology skill set.

Daily responsibilities:

* Application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications
* Document, analyze, test and/or modify computer systems and programs based on and related to user or system design specifications
* Document, test and/or modify computer programs related to machine operating systems
* Understand and effectively discuss services and software provided by IT services
* Flexibility and comfort in being on-call in case of emergency and in working non-traditional hours as needed (some nights and weekends)
* Work with Director of System Operations to provide technical (hardware, software, connectivity) solutions
* Assist in preparing and deploying computers and peripherals for staff, including configuration
* Assist with hardware and software asset tracking and inventory management
* Provide a high level of customer service while supporting the attraction and staff in a fastpaced environment.
* Coordinate the repair and maintenance of ticketing equipment with outside vendors.
* Communicate frequently with end users as well as with local support teams to ensure reliability and functionality of systems and programs.
* Maintain configurations of all POS laptop, tablet and desktop computer systems.
* Assist Director in documenting and updating technology related instructions/procedures/knowledge articles as required

Qualifications

Qualifications:

* Exposure to CRM and POS technology, Gateway Galaxy Ticketing System a plus.
* Excellent technical troubleshooting and critical thinking skills.
* Proficient with Microsoft Suite products a must, such as Windows Operating Systems, Office, Microsoft Active Directory, Exchange, Microsoft SQL, etc. MAC OSX a plus.
* Basic Understanding of SQL Queries and databases
* Proficient with the installation of computer hardware and software. 1-4 years working in a Helpdesk environment, utilizing Bomgar a plus.
* Ability to work independently and as part of a team.
* Excellent communication skills, both written and verbal.
* Must be organized and capable of working in a fast-paced environment.
* Available to work a flexible schedule that meets the needs of the business including late evenings, holidays, weekends.

Benefits and features

* Incentive bonus program
* Training and development programs
* Benefits including: Medical, Dental, Life & Disability, Paid Time Off, 401(K), Flexible Spending Accounts Employee Recognition & Wellness Programs

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Related is an Equal Opportunity Employer