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IT Support Specialist

2 months ago

Edwardsville, Kansas, United States Varsity Brands Full time
VARSITY SPIRIT, A VARSITY BRANDS COMPANY - LEADING THE WAY IN SPIRIT FOR CHEER, DANCE, AND BAND

For over five decades, Varsity Spirit has stood as the premier global provider for all aspects of spirit, encompassing cheerleading, dance teams, and performing arts. Committed to safety, entertainment, and traditional school leadership, Varsity Spirit's team of over 5,000 professionals is dedicated to fostering school spirit. As a pioneer in apparel innovation, educational camps, clinics, and competitions, Varsity Spirit positively influences more than a million athletes annually.

OUR DEDICATION TO SAFETY

At Varsity Spirit, the safety and welfare of the youth we serve is our top priority. Since our founding, 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 ensuring an atmosphere free from abuse and misconduct. Varsity maintains a zero-tolerance policy for abuse in all programs, events, and related business activities. We are dedicated to reporting any suspicions, allegations, and incidents of abuse in strict accordance with local laws and reporting requirements. Learn more about our commitment to safety.

POSITION: IT Support Specialist - Tier II

LOCATION: Onsite

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

KEY RESPONSIBILITIES
  • Set up and install monitors, manage IT users' desktop software and hardware, and support a mobile workforce.
  • Consult with end-users on all aspects of desktop computing, including LAN systems software, and drive the creation of self-service articles.
  • Deliver technical support and guidance through Tier II support, adhering to escalation protocols and collaborating with Infrastructure - Systems and Networking teams, as well as offsite experts and vendors.
  • Document solutions to issues and develop user guidelines, providing on-site training as necessary. Evaluate, maintain, and document desktop applications, participate in testing and evaluation of new technologies, and implement prototypes.
  • Collaborate with the IT lab and Procurement Team to address hardware needs and business requirements.
  • Engage directly with clients to ascertain scope and functional requirements while consulting with relevant stakeholders on event management evaluations and change requests.
CORE FUNCTIONS
  • 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 customers 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
    • Microsoft Entra/Azure
    • Microsoft O365
    • Adobe Creative Cloud Suite
    • Parallels
    • ESKO Software Suite
    • FedEx Ship Manager Host and Network Client
    • Basic troubleshooting for JRE and JavaScript
    • OS-specific and hardware-related peripherals.
  • Troubleshoot and repair client-related equipment at the component level when necessary, including vendor warranty support.
  • Address basic network, email, software, SIP phone, softphone, printing, VPN, 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 METRICS
  • Establish relationships with other technical and support groups to ensure IT services and end-user productivity goals are met.
  • Collaborate with various teams and departments to support, develop procedures, and plan for future upgrades and installations.
  • Manage multiple incidents or problems while meeting established deadlines.
  • Work effectively both independently and as part of a team.
  • Proactively develop and maintain strong working relationships with support teams, business stakeholders, vendors, and sales 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 are essential.
  • Strong understanding of operations/service delivery and the ability to manage major incidents.
  • Familiarity with Change Management best practices.
PHYSICAL REQUIREMENTS
  • Able to lift up to 50 lbs.
  • Able to climb stairs, ladders, and maneuver under furniture.
JOIN OUR TEAM AT VARSITY BRANDS

At Varsity Brands, we believe every student deserves the chance to thrive, and every educator aspires to make a difference. It takes a dedicated team to create a meaningful impact, and through our two divisions - BSN SPORTS and Varsity Spirit - along with our network of over 6,000 employees and independent representatives, 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 our community.

Passion - We are driven by our love for what we do.

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

Respect - We earn respect by giving it to others.

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 and Holidays
  • Employee Resource Groups
  • Partnership with St. Jude and Volunteer Opportunities
  • Employee Perks, including discounts on personal apparel and equipment
Varsity 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.