IT Support Technician I at Learfield IMG College

Posted in Information Technology 15 days ago.

Location: Jefferson City, Missouri





Job Description:

Learfield IMG College

Learfield IMG College is an affirmative action-equal opportunity employer. It is the policy of Learfield IMG College not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

An industry leader for more than four decades, Learfield IMG College has a deep presence in the college athletics landscape nationwide. It manages the multimedia and sponsorship rights for nearly 250 collegiate institutions, conferences and arenas, and supports athletic departments at all competitive levels as title sponsor of the prestigious Learfield IMG College Directors Cup.

Learfield IMG College also provides its collegiate partners access to professional concessions and ticket sales; branding, licensing and trademark consulting; digital and social platform expertise; campus-wide business and sponsorship development; and venue and technology systems through its affiliated companies.

Our people-friendly culture is a hallmark of our style and approach to business and is rooted in values demonstrating intentional and active care for other people. The company and its employees strive each day to live by the company's value statement: build the team, grow the company, have fun, love and serve others."


Job Purpose: The IT Support Technician I role is to ensure proper IT operations so that end users can accomplish business tasks, this includes receiving, prioritizing, documenting, and actively resolving end user requests for assistance as well as installation, configuration, and oversight of the personal computer environment. Problem resolution and oversight regularly include the use of diagnostic and tracking tools such as ServiceNow and Bomgar. The technician may also be required to provide in-person, hands-on assistance at the deskside level.

Responsibilities:

  • Serve as the first point of contact providing technical assistance over the phone or email, while maintaining a professional, courteous, and flexible customer service attitude.
  • Monitor the ServiceNow ticketing queue and answer incoming Help Desk calls.
  • Escalate problems, as needed, to the level II technicians.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution.
  • Researches to understand, explain, and resolve technology issues.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform fixes and maintenance at the desktop level; including installing and upgrading software, installing and upgrading of computer hardware and peripherals, ensuring backup, antivirus and updates are functioning and configuring systems and applications when required.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Perform post-resolution follow-ups to ensure that the costumer's needs are met.
  • Develop knowledge base articles.
  • Assist with inventory management.
  • Ability to follow all company policies and procedures.

Requirements:

  • 1+ years of help desk or IT Support Technician experience
  • Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
  • Provide password resets for end users through Azure, Blueberry, or standard Active Directory.
  • Able to read and understand technical manuals, procedural documentation.
  • Ability to research PC issues and peripheral devices such as printers and desktop phones as required.
  • Effective interpersonal skills and relationship-building skills.
  • Strong written and oral communication skills.
  • Ability to present information in user-friendly, courteous, language, and manner.
  • Strong customer-service orientation.
  • Analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • On-call availability.
  • Sitting for extended periods.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
  • High School diploma
  • Experience working in a team-oriented, collaborative environment.
  • Travel is required.

Preferred:

  • College diploma or university degree in the computer science field

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Learfield IMG College is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

#35601183

PI134710064


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