What are the responsibilities and job description for the Service Desk Technician Tier II - Farmers Branch, TX position at Varsity Brands, LLC?
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 TYPE : Primairly onsite with some remote work
LOCATION : 14460 Varsity Brands Way, Farmers Branch, TX 75244
WORK HOURS : Monday – Friday 8am-4 : 30pm
HOW YOU WILL MAKE AN IMPACT
The Service Desk II role requires a combination of superior customer service skills and technical aptitude. You will be responsible for providing Level II technical support for desktop, laptop, phone, mobile device, hardware, software, printers, peripherals, and other break / fix services. As an operational lead you will have direct involvement with supporting all technology aspects of our regional decorating and warehouse facilities. Ability to respond to incidents and service requests primarily in person, by telephone, or remote access. Provide timely resolution of incidents and escalations on behalf of end users, customers, and appropriate technical staff.
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
Knowledge / Skills / Abilities
Education / Experience :
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. Largely a sedentary role with some filing requiring the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. The ability to sit or stand for long periods through meetings and while operating office equipment, PC’s, laptop, telephone will be required.
LI-GT1
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job.
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 :
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.
