What are the responsibilities and job description for the Service Desk Technician Tier II 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 : Onsite
LOCATION DETAILS : 2525 Midpoint Dr.Edwardsville,KS66111 / Onsite Monday - Friday
WORK HOURS : Monday – Friday
TRAVEL REQUIREMENT : ~0-10%
HOW YOU WILL MAKE AN IMPACT
The role of the Service Desk Technician Tier II is to provide second line support for the office and plant at the Varsity Spirit Yearbook Plant in Kansas City. This role is responsible for providing an ITIL Tier II level of support; as well as meeting customer satisfaction and maintaining continuous Service Delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, remote & on-site deskside support. This role is located onsite at our Yearbook manufacturing plant.
WHAT YOU WILL DO
- Configure and install monitors, maintain IT users’ desktop software and hardware as well as support mobile workforce.
- Provide consultation to end-users on all aspects of end-user computing, desktop-based LAN systems software and driving the implementation of Self-Service article creation.
- Provide technical support and guidance through Tier II support : following escalation protocols and times, managing Infrastructure - Systems and Networking teams with offsite experts & vendors.
- Responsible for documenting solutions to problems and developing end-user guidelines. May provide on-site training to users. Evaluate, maintain, and document desktop applications, participate in the testing and evaluation of new computer technology, and implement prototypes.
- Consult with and make recommendations to IT lab and Procurement Team to meet and address hardware needs and business requirements.
- Interact directly with clients to determine scope and functional requirements while consulting applicable stakeholders on the evaluations of event management, change requests, etc.
- Provide clear and concise time estimates for assigned tasks.
- Provide documentation for projects and tasks completed.
- Provide clear and concise notes and updates in ticketing system.
- Communicate updates to customers and management as needed.
- Responds to end-user requests for support and maintenance, and the ability to troubleshoot the following client hardware / software platforms : Windows OS, MacOS, Android, and iOSMicrosoft Entra / AzureMicrosoft O365Adobe Creative Cloud SuiteParallelsESKO Software SuiteFedEx Ship Manager Host and Network ClientFamiliarity with JRE and JavaScript troubleshootingOS specific & hardware relevant peripherals.Including, but not limited to, Fiery Rips, MFP, Thermal Printers, ORIS Color Tuner etc
- Troubleshooting and repair client-related equipment down to the component level when necessary, involving vendor warranty support.
- Troubleshooting basic network, email, software, SIP phone, softphone, printing, VPN, and access issues; performing basic network cable management.
- Execute hardware, software, and OS installations / upgrades.
- Provide after hours and on-call support as needed.
- Use PC configuration management to perform software distribution, patch management and inventory management.
QUALIFICATIONS
Knowledge / Skills / Abilities
Education / Experience
PHYSICAL REQUIREMENTS
This job operates in a professional warehouse 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.
