Coordinator, Technical Support (Seasonal)

National Hockey League (NHL); New York (NY); Hybrid; USD 55,000 - 69,000; Full time

Job summary

The National Hockey League (NHL) is seeking a Technical Support Coordinator to deliver Level 1 and 2 IT support to employees, executives, and partners. The role covers intake through resolution, with in-person and remote assistance, improving Service Desk workflows, and improving the employee support experience.

Qualified applicants will have hands-on ServiceNow, Entra ID, Slack, and Zoom Contact Center experience, plus strong troubleshooting and documentation skills.

Qualifications

• Three years of hands-on IT end-user support in an enterprise environment.
• Experience with ServiceNow incident and request management, and with dashboards/reports.
• Proficiency with Windows 11, macOS, and Microsoft 365; strong troubleshooting skills.

Responsibilities

• Provide timely, professional support via walk-up, phone, Slack, email, and remote assistance.
• Own incidents and service requests in ServiceNow from intake to closure with clear notes.
• Troubleshoot devices, printers, networks, and meeting-room tech; deploy hardware/software.
• Support Slack workspaces and Zoom Contact Center; assist with integrations and workflows.
• Assist with onboarding/offboarding and maintain knowledge articles.

Skills

IT support

ServiceNow

Microsoft Entra ID

Slack

Zoom

Windows 11

macOS

Microsoft 365

Remote support

Troubleshooting

Education

Bachelor's degree in CS

Tools

ServiceNow

Remote support tools

Job description

About The National Hockey League

Founded in 1917, the National Hockey League (NHL®) is the premier professional ice hockey league in the world and is one of the major professional sports leagues in the United States and Canada.

With more than 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities using the sport of hockey. At the NHL, we are looking for dynamic, energetic and impactful individuals who are committed to doing the same by sharing in our philosophy that Hockey is for Everyone.

Summary

The Technical Support Coordinator is a hands-on individual contributor providing Level 1 and Level 2 technical support to NHL employees, executives, and business partners. The role owns support issues from intake through resolution, delivers in-person and remote assistance, and contributes to improvements in Service Desk workflows and the employee support experience.

WHAT WE EXPECT OF YOU

Demonstrated, hands-on experience with ServiceNow, Microsoft Entra ID, Slack, and Zoom Contact Center is required. The successful candidate can independently troubleshoot issues, perform authorized administration, document work accurately, and partner with platform administrators when changes or escalations are needed. This role has no people-management responsibilities.

Essential Duties And Responsibilities

• Provide timely, professional support through walk-up service, phone, Slack, email, and remote assistance; deliver attentive executive support and communicate clearly with users of varying technical abilities.
• Own assigned incidents and service requests in ServiceNow from intake through closure. Apply accurate categorization and prioritization, maintain clear work notes, communicate progress, and confirm resolution with the user.
• Actively work support queues, follow up on aging tickets, and elevate unresolved issues with troubleshooting steps, relevant evidence, and business impact. Work toward established service targets and quality expectations.
• Troubleshoot Windows 11, macOS, Microsoft 365, mobile devices, printers, connectivity, and meeting-room audio and video. Deploy and configure hardware and approved software; maintain accurate asset records.
• Perform authorized Microsoft Entra ID support tasks, including user and group administration, access provisioning, password resets, and multifactor authentication support. Investigate sign-in and access issues and elevate policy or security concerns.
• Support Slack users and workspaces, including access, channels, notifications, and approved applications. Troubleshoot collaboration issues and assist with Service Desk workflows and integrations in partnership with administrators.
• Support Zoom Contact Center operations, including agent access, availability, queues, call routing, and voice or audio issues. Assist with authorized configuration changes, testing, and incident escalation.
• Support employee onboarding, transfers, and offboarding, including device preparation and approved access changes. Follow identity verification, least-privilege, and security procedures.
• Create and maintain knowledge articles and troubleshooting guides. Identify recurring issues, recommend practical workflow improvements, and participate in testing and implementation with the appropriate technical teams.
• Partner with infrastructure, security, identity, and application teams to resolve complex issues. Promptly flag service disruptions and security concerns, and contribute to support projects and coverage across NHL offices and remote users.

Qualifications

Required

• At least three years of hands-on IT end-user support or Service Desk experience, with demonstrated ability to resolve Level 1 and Level 2 issues in an enterprise environment.
• ServiceNow: practical experience managing incidents, service requests, requested items, and catalog tasks; using queues, knowledge articles, reports, and dashboards; and understanding assignment, escalation, and ticket lifecycle workflows.
• Microsoft Entra ID: hands-on experience supporting users, groups, access provisioning, multifactor authentication, and sign-in troubleshooting. Ability to recognize when a permissions, policy, or identity issue requires escalation.
• Slack: hands-on experience supporting enterprise users and performing authorized workspace administration, including access, channel management, notifications, and application or integration troubleshooting.
• Zoom Contact Center: hands-on support or administration experience with agents, queues, routing, engagement handling, and call-quality troubleshooting. Experience with Zoom Meetings alone does not satisfy this requirement.
• Current working knowledge of Windows 11, macOS, Microsoft 365, endpoint hardware, mobile devices, printers, remote support tools, and basic network troubleshooting.
• Strong analytical and troubleshooting skills, with the ability to isolate causes, test solutions, and document outcomes. Takes ownership and works independently within established permissions and escalation procedures.
• Ability to work remotely and on site as needed to support business requirements, in-person service, hardware deployments, and scheduled coverage. Some evening, night, or weekend hours and occasional travel may be required.

Preferred

• Experience supporting ServiceNow catalog improvements, knowledge management, reporting, or Slack integrations in collaboration with platform administrators.
• Familiarity with Active Directory, Microsoft Intune, endpoint imaging or device management, and identity integrations such as single sign-on.
• Experience supporting executives, meeting-room technology, and time-sensitive business operations.
• ITIL Foundation training or relevant ServiceNow, Microsoft, Slack, or Zoom credentials.

Education/Certifications

• Bachelor’s degree in Computer Science or a related field, or an equivalent combination of coursework and relevant experience.

Required Skills

• Excellent customer service, written communication, and interpersonal skills. Builds trusted relationships with employees and executives, exercises discretion, and stays calm during urgent issues.
• Organized and detail-oriented, with the ability to prioritize competing requests, maintain accurate records, and collaborate effectively across technical teams.

CORE COMPETENCIES

• Accountability
• Adaptability
• Communication
• Critical Thinking
• Inclusion
• Professionalism
• Teamwork & Collaboration

SALARY RANGE

$40.00/hour

Actual base pay for a successful candidate will be determined based on a variety of job-related factors, including but not limited to: experience/training, market demands, and geographic location.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.