IT Support Specialist II

2 weeks ago

Edwardsville, Illinois, United States Varsity Spirit, LLC Full time

VARSITY SPIRIT, A VARSITY BRANDS COMPANY - LEADING THE WAY IN SCHOOL SPIRIT FOR CHEER, DANCE, AND BAND

With over five decades of experience, Varsity Spirit stands as the premier global provider of spirit-related services, including cheerleading, dance teams, and performing arts. Our dedicated team of over 5,000 employees is committed to fostering school spirit through safety, entertainment, and traditional leadership. Each year, Varsity Spirit positively impacts the lives of more than a million athletes.

OUR DEDICATION TO SAFETY

At Varsity Spirit, the safety and wellbeing of the youth we serve is our highest priority. For 50 years, we have been unwavering in our commitment to creating a secure and supportive environment for the physical, emotional, and social growth of our participants, while promoting a culture free from abuse and misconduct. We maintain a strict zero-tolerance policy regarding abuse in all our programs and activities. We are dedicated to reporting any suspicions, allegations, or incidents of abuse in accordance with local laws and reporting protocols.

IT Support Specialist II

LOCATION : Onsite

The IT Support Specialist II is responsible for delivering second-tier support to the office and plant operations at Varsity Spirit. This position entails providing ITIL Tier II support while ensuring customer satisfaction and maintaining continuous service delivery standards. Our IT support team operates in a dynamic, fast-paced environment, offering assistance via phone, email, remote access, and on-site support.

KEY RESPONSIBILITIES

Set up and install monitors, manage IT users' desktop software and hardware, and support a mobile workforce. Offer guidance to end-users on all aspects of desktop computing, LAN systems software, and drive the creation of self-service articles. Deliver technical support through Tier II channels, adhering to escalation protocols and collaborating with Infrastructure - Systems and Networking teams, including offsite experts and vendors. Document solutions to issues and develop user guidelines. Provide on-site training as necessary. Evaluate, maintain, and document desktop applications, and participate in testing and evaluating new technologies. Consult with the IT lab and Procurement Team to address hardware needs and business requirements. Engage directly with clients to assess scope and functional requirements while consulting with relevant stakeholders on event management and change requests.

CORE DUTIES

Provide accurate time estimates for assigned tasks. Document projects and tasks completed. Maintain clear and concise notes and updates in the ticketing system. Communicate updates to clients and management as necessary. Respond to end-user requests for support and maintenance, troubleshooting various client hardware/software platforms including Windows OS, MacOS, Android, and iOS. Troubleshoot and repair client-related equipment down to the component level, coordinating with vendor warranty support when needed. Address basic network, email, software, and access issues; manage basic network cable organization. Execute installations and upgrades for hardware, software, and operating systems. Provide after-hours and on-call support as required. Utilize PC configuration management for software distribution, patch management, and inventory management.

SUCCESS MEASURES

Foster relationships with technical and support teams to ensure IT services and end-user productivity goals are met. Collaborate with other departments on support, procedures, and future planning; assist with upgrade and installation planning. Manage multiple incidents or problems while meeting established deadlines. Work effectively both independently and within a team. Proactively develop and maintain effective working relationships with support teams, business stakeholders, vendors, and partners. Maintain organized work areas, including onsite inventory tracking.

EDUCATION AND CERTIFICATIONS

Degree or Technical School Certification, or equivalent work experience preferred. Preferred Industry Certifications – CompTIA, Microsoft, Cisco, ITIL foundations, etc. 2-5+ years of experience in a desktop support role is preferred. Excellent verbal and written communication skills. Strong understanding of operations/service delivery and the ability to manage major incidents. Familiarity with Change Management best practices.

PHYSICAL REQUIREMENTS

Ability to lift up to 50 lbs. Capability to climb stairs, ladders, and maneuver under furniture.

JOIN OUR TEAM IN SPORT & SPIRIT

At Varsity Brands, we believe every student deserves the chance to succeed, and every educator aims to make a difference. It takes a dedicated team to create a meaningful impact, and through our divisions – BSN SPORTS and Varsity Spirit – we proudly partner with a diverse range of educational institutions and sports organizations to enhance the student experience in SPORT and SPIRIT.

OUR CORE VALUES

Service - We lead with compassion and champion community.

Passion - Our love for what we do fuels our purpose.

Integrity - We uphold our commitments and take responsibility for our actions.

Respect - We earn respect by giving it, as everyone deserves it.

Innovation - We continuously strive for improvement for ourselves and our community.

Transparency - We are dedicated to openness and honesty in all our endeavors.

OUR BENEFITS

We prioritize the well-being of our employees and their families. For eligible roles, we offer a variety of benefits that enhance the employee experience, including:

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 Paid Time Off & Holidays Employee Resource Groups Partnership with St. Jude & Volunteer Opportunities Employee 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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