Service Desk Technician Tier II

1 month ago

Edwardsville, United States Varsity Brands Full time
VARSITY SPIRIT, A VARSITY BRANDS COMPANY - THE DRIVING FORCE IN SPIRIT ACROSS CHEER, DANCE AND BAND

For over 50 years, Varsity Spirit has been the leading global source for all things spirit, including cheerleading, dance team and performing arts. Focused on safety, entertainment and traditional school leadership, Varsity Spirit's 5,000+ employees are dedicated to celebrating school spirit. A leader in apparel innovation, educational camps, clinics, and competitions, Varsity Spirit impacts more than a million athletes each year.

OUR COMMITMENT TO SAFETY

At Varsity Spirit, the safety and wellbeing of the young people we serve is of the utmost importance. Since our inception 50 years ago, we have been - and remain - steadfastly committed to doing our part to create a safe and positive environment for our participants' physical, emotional, and social development, and promoting an environment free from abuse and misconduct. Varsity has a zero tolerance for abuse in its programs, events, and associated business activities. Varsity is committed to reporting all suspicions, allegations, and incidents of abuse in full accordance with local laws and reporting requirements. Learn more at Our Commitment to Safety - Varsity.com.

Service Desk Technician Tier II

LOCATION: 2525 Midpoint Dr. Edwardsville, KS 66111 / Onsite

The role of the Service Desk Technician Tier II is to provide second line support for the office and plant at the Varsity Spirit Yearbook Plant in Kansas City. This role is responsible for providing an ITIL Tier II level of support; as well as meeting customer satisfaction and maintaining continuous Service Delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, remote & on-site deskside support. This role is located onsite at our Yearbook manufacturing plant.

WHAT WE WANT YOU TO ACCOMPLISH
  • Configure and install monitors, maintain IT users' desktop software and hardware as well as support mobile workforce.
  • Provide consultation to end-users on all aspects of end-user computing, desktop-based LAN systems software and driving the implementation of Self-Service article creation.
  • Provide technical support and guidance through Tier II support: following escalation protocols and times, managing Infrastructure - Systems and Networking teams with offsite experts & vendors.
  • Responsible for documenting solutions to problems and developing end-user guidelines. May provide on-site training to users. Evaluate, maintain, and document desktop applications, participate in the testing and evaluation of new computer technology, and implement prototypes.
  • Consult with and make recommendations to IT lab and Procurement Team to meet and address hardware needs and business requirements.
  • Interact directly with clients to determine scope and functional requirements while consulting applicable stakeholders on the evaluations of event management, change requests, etc.
CORE ACTIVITIES
  • Provide clear and concise time estimates for assigned tasks.
  • Provide documentation for projects and tasks completed.
  • Provide clear and concise notes and updates in ticketing system.
  • Communicate updates to customers and management as needed.
  • Responds to end-user requests for support and maintenance, and the ability to troubleshoot the following client hardware/software platforms:
    • Windows OS, MacOS, Android, and iOS
    • Microsoft Entra/Azure
    • Microsoft O365
    • Adobe Creative Cloud Suite
    • Parallels
    • ESKO Software Suite
    • FedEx Ship Manager Host and Network Client
    • Familiarity with JRE and JavaScript troubleshooting
    • OS specific & hardware relevant peripherals.
    • Including, but not limited to, Fiery Rips, MFP, Thermal Printers, ORIS Color Tuner etc
  • Troubleshooting and repair client-related equipment down to the component level when necessary, involving vendor warranty support.
  • Troubleshooting basic network, email, software, SIP phone, softphone, printing, VPN, and access issues; performing basic network cable management.
  • Execute hardware, software, and OS installations/upgrades.
  • Provide after hours and on-call support as needed.
  • Use PC configuration management to perform software distribution, patch management and inventory management.
SUCCESS INDICATORS
  • Build relationships with other technical & support groups to ensure that IT-delivered services and end-user productivity goals are understood and met.
  • Collaborate with other teams and departments with support, building procedures and future planning; assist with other functional team's planning for upgrades and installations.
  • Manage multiple incidents or problems and meet established deadlines.
  • Must be able to work equally independently and in a team environment.
  • Proactively initiate, develop, and maintain effective working relationships with support teams, business stakeholders, vendors and sales partners.
  • Must keep any work areas neat and organized, including onsite inventory tacking.
EDUCATION/CERTIFICATIONS
  • Degree or Technical School Certification, or equivalent work experience preferred.
  • Preferred Industry Certifications - CompTIA, Microsoft, Cisco, ITIL foundations, Etc.
  • Must have 2-5+ years experience in a desktop support role.
  • Excellent verbal and written communication skills.
  • Strong knowledge of operations/service delivery and ability to manage major incidents.
  • Understanding of Change Management best practices
PYSICAL REQUIREMENTS
  • Able to lift 50 lbs.
  • Able to climb stairs, ladders and under furniture
JOIN THE BEST TEAM IN SPORT & SPIRIT

At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our two divisions - BSN SPORTS and Varsity Spirit - and our network of 6,000+ employees and independent representatives, we are proud to partner with a wide range of educational institutions and club and professional sports to transform the student journey in SPORT and SPIRIT.

OUR VALUES

Service - We lead with heart. We champion community.

Passion - We love what we do. It fuels our purpose.

Integrity - We do what we promise. We own our actions and decisions.

Respect - We earn it by giving it. Because everyone deserves it.

Innovation - We never stop striving to be better. For ourselves and our community.

Transparency - We are committed to openness and honesty in everything we do.

OUR BENEFITS

We are committed to putting you and your families first. For benefits eligible roles, we offer a variety of choices and costs as well as program enhancements that align with our responsibility to elevate the employee experience. Some of our offerings include:
  • Comprehensive Health Care Benefits
  • HSA Employer Contribution/ FSA Opportunities
  • Wellbeing Program
  • 401(k) plan with company matching
  • Company paid Life, AD&D, and Short-Term Disability
  • Generous My Time Off & Paid Holidays
  • Employee Resource Groups
  • St. Jude Partnership & Volunteer Opportunities
  • Employee Perks including discounts on personal apparel and equipment


Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran's status, age or disability.

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