IT Support Specialist II

1 week ago

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

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

For over five decades, Versatile Spirit has been the premier global provider of spirit-related services, encompassing cheerleading, dance teams, and performing arts. With a focus on safety, entertainment, and traditional school leadership, our dedicated team of over 5,000 employees celebrates school spirit and impacts more than a million athletes annually.

OUR DEDICATION TO SAFETY

At Versatile Spirit, the safety and wellbeing of the youth we serve is our top priority. Since our establishment, we have been unwavering in our commitment to fostering a safe and positive environment for the physical, emotional, and social development of our participants, while promoting an atmosphere free from abuse and misconduct. We maintain a zero-tolerance policy for abuse in all our programs and events.

IT Support Specialist II

LOCATION : Onsite

The IT Support Specialist II plays a crucial role in delivering second-tier support for our office and production facilities. This position is responsible for providing ITIL Tier II support, ensuring customer satisfaction, and maintaining continuous service delivery standards. The IT support team operates in a dynamic, fast-paced environment, offering assistance via phone, email, remote access, and on-site support.

KEY RESPONSIBILITIES

Configure and install monitors, manage desktop software and hardware for IT users, and support a mobile workforce. Offer consultation to end-users regarding all aspects of desktop computing and assist in the creation of self-service articles. Deliver technical support through Tier II assistance, adhering to escalation protocols and collaborating with Infrastructure and Networking teams. Document solutions to issues and develop user guidelines, providing on-site training as necessary. Evaluate and maintain desktop applications and participate in testing new technologies. Collaborate with the IT lab and Procurement Team to address hardware needs and business requirements. Engage directly with clients to ascertain functional requirements and consult with stakeholders on event management and change requests.

CORE FUNCTIONS

Provide accurate time estimates for assigned tasks. Maintain documentation for completed projects and tasks. Update ticketing systems with clear and concise notes. Communicate necessary updates to customers and management. Respond to end-user support requests and troubleshoot various hardware/software platforms. Conduct troubleshooting and repairs on client equipment as needed, including vendor warranty support. Address basic network, email, software, and access issues, including cable management. 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 and inventory management.

SUCCESS METRICS

Build relationships with technical and support teams to ensure IT services meet productivity goals. Collaborate with various teams for support, planning, and upgrades. Manage multiple incidents effectively while meeting deadlines. Work independently and as part of a team. Foster effective working relationships with support teams, stakeholders, and vendors. Maintain organized work areas, including onsite inventory tracking.

EDUCATION AND EXPERIENCE

Degree or Technical School Certification, or equivalent experience preferred. Preferred certifications include CompTIA, Microsoft, Cisco, ITIL foundations, etc. 2-5+ years of experience in a desktop support role is preferred. Strong verbal and written communication skills are essential. Knowledge of operations/service delivery and major incident management is important. Understanding of Change Management best practices is beneficial.

PHYSICAL REQUIREMENTS

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

JOIN A LEADING TEAM IN SPORT AND SPIRIT

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

OUR VALUES

Service - We lead with heart and champion community.

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

Integrity - We fulfill our promises 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 commit 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 and Holidays Employee Resource Groups Volunteer Opportunities Employee Perks including discounts on personal apparel and equipment

Versatile Brands is an equal opportunity employer. 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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