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Service Desk II

Varsity Spirit

Varsity Spirit

Texas, USA · New York, NY, USA · Remote
Posted on Tuesday, August 15, 2023
JOB DESCRIPTION

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

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 three distinct brands – BSN SPORTS, Varsity Spirit and Herff Jones – and our network of 9,000+ employees and independent representatives, we are proud to partner with schools, colleges and universities across the country to transform the student journey in SPORT, SPIRIT and ACHIEVEMENT.

Service Desk II

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 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.

Key Responsibilities

  • 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

Required Qualifications

  • Must perform well in dynamic 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
  • 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
  • Experience supporting Zebra 4XX printers, Honeywell and Datalogic RF handheld scanners a plus 
  • ITIL Service Management experience

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:

  • Comprehensive Health Care Benefits
  • HSA Employer Contribution/ FSA Opportunities
  • Wellbeing Program
  • 401(k) plan with company matching
  • Company paid Life, AD&D, and Short-Term Disability
  • Generous My Time Off & Paid Holidays
  • Employee Resource Groups
  • St. Jude Partnership & Volunteer Opportunities
  • Employee Perks including discounts on personal apparel and equipment!

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.

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