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Job Purpose:The IT Support Technician II role will serve as escalation point for a team of Support Technician I's. This role ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests as well as installation, configuration and oversight of the desktop environment. Problem resolution and oversight typically includes the use of diagnostic and help request tracking tools such as ServiceNow and Bomgar. The technician may also be required to provide in-person, hands-on assistance at the deskside level.

Key Responsibilities:

• Act as escalation point for technician I's for incidents or service requests that require advanced troubleshooting or understanding of the technician environment.
• Train customer team and maintain knowledgebase with customer and company requirements.
• Field incoming requests from end users for assistance via both telephone and e-mail in a courteous manner.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate department.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• 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.
• Test fixes to ensure problem has been adequately resolved and follow up with the customer.
• Assist with inventory management.
• And other assigned duties as needed for the success of the organization.
• Ability to follow all company policies and procedures.
• Some Travel is required.

Job Specifications/Requirements:

• Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present information in user-friendly, courteous, language.
• Understanding of the organization's goals and objectives.
• Strong customer-service orientation.
• Attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• On-call availability.
• Sitting for extended periods of time.
• Ability to work in confined spaces, operate a computer keyboard, mouse, hand/power tools, and climbing of ladders.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Travel is required.

Preferred

• College diploma or university degree in the computer science field
• 5+ years helpdesk or computer operations experience

Education, Certifications and/or Experience

• High School Diploma
• Experience working in a team-oriented, collaborative environment.

Learfield is the leading media and technology services company in intercollegiate athletics. The company unlocks the value of college sports for brands and fans through an omnichannel platform with innovative content and commerce solutions for fan engagement. Headquartered in Plano, Texas, the company has long had the privilege of being an advocate for intercollegiate athletics and the student-athlete experience. Our suite of services includes licensing and multimedia sponsorship management; publishing, audio, digital and social media; data analytics; ticketing, ticket sales and professional concessions expertise; branding; and campus-wide business and sponsorship development. Our people-first culture is the foundation of our business and is reflective of our approach to building meaningful relationships with our employees, partners, and fans. The company strives each day to deliver the mission statement and embody the core values that make Learfield an exciting place to work.

Our Mission Powering the connection of fans to the brands and experiences they love. Our Core Values Build Trust | Be Fans of One Another | Power Tomorrow | Create & Connect Communities | Have Fun

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (including Parental Leave), Paid Holidays, 401(k), and Short/Long Term Disability. 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 is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity. #35601183

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