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Memphis, Tennessee, United States
Hybrid
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.
Location: Hybrid, Memphis TN
HOW YOU WILL MAKE AN IMPACT:
This 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 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.
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:
Must perform well in high-energy, dynamic and team-oriented environments
Experience in maintaining troubleshooting a wide variety of systems and networks to include high volume/high availability systems.
Strong knowledge of various technologies and practices including Microsoft Windows, Microsoft Office, Remote Desktop support, and basic LAN/WAN concepts
High School Diploma required; bachelor’s degree in related field preferred.
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
Adeptness with Microsoft Office 365 and productivity applications
Demonstrated knowledge in Microsoft server configuration and administration including Active Directory and GPOs
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
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.