IT Help Desk Tecnician II

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.

Work Location: Onsite Indianapolis, IN

Work Hours: Monday- Friday

Work Shift: 1:00 PM to 9:30 PM

Training: 4 weeks 8:00 AM to 4:30 PM.  After the 4 weeks of training, transition to regular shift of 1:00 PM to 9:30 PM.

Applicants must be authorized to work in the U.S. without current or future sponsorship

HOW YOU WILL MAKE AN IMPACT

The IT Help Desk Technician II is responsible for providing Level II technical support for desktop, laptop, phone, mobile device, hardware, software, printers, peripherals, and other break/fix services. As operational leads you will have direct involvement with supporting all technology aspects of regional decorating and warehouse facilities. ability to respond to incidents and service requests either in person, by telephone, or remote access. Provide timely resolution of incidents and escalations on behalf of end users, customers, and appropriate technical staff. This role requires a combination of superior customer service skills and technical aptitude.

WHAT YOU WILL DO

• Process Level I and Level II incidents and service requests

• Provide leadership and guidance to Level I support analysts

• Monitor respective queues and handle tickets to ensure incidents and service requests are addressed in a timely manner

• Maintain situational awareness to identify and report issues that are not in compliance with established policy or that pose a threat to the effectiveness or integrity of the IT environment

• Detailed communication with end users as required to keep all parties informed of issues, progress, changes and resolutions

• Monitor network and systems alerts and respond accordingly

• Coordinate activities with Service Desk, Infrastructure and Procurement

• Maintain commitment to continuous process improvement

• Willingness to be available for after-hours support and able to work extended hours when necessary

• All other IT tasks as assigned

QUALIFICATIONS

Skills and Abilities:

• Self-motivated achiever who gains satisfaction from providing excellent customer service

• High degree of initiative, mature judgment, and discretion

• Consistently seeks to develop self and skills needed to be prepared for future opportunities

• Proven track record of handling tasks single handedly

• Professional, teachable, willing to learn and open minded

• Technical certifications such as CompTIA A+, N+, MCP, MCSA, CCNA

• ITIL Service Management experience

• Strong knowledge of various technologies and practices including Microsoft Windows, Microsoft Office, Remote Desktop support, and basic LAN/WAN concepts

• Must perform well in high-energy, dynamic and team-oriented environments

• Adeptness with Microsoft Office 365 and productivity applications

• Demonstrated knowledge in Microsoft server configuration and administration including Active Directory and GPOs

Experience & Education:

• HS Diploma/GED Required, College or Undergrad preferred

• Experience in maintaining troubleshooting a wide variety of systems and networks to include high volume/high availability systems.

• 5+ years of desktop support, customer support and/or helpdesk experience

• 5+ years of experience with Microsoft Operating Systems in a support role

• 5+ years of hands on experience with end-user support processes for workstations, servers, mobile devices and peripherals

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. It is largely a sedentary role, with some filing requiring the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary. The ability to sit or stand for long periods