Feb 12, 2020

IT Support Technician - MainGate - Closing date 12 Mar 2020

  • SportsJobFinder
  • Indianapolis, IN, USA
Full time Support IT Technician

Job Description

Summary
The IT Support Technician provides hardware and software support for all end-users and end-user devices at Legends Global Merchandise (Formerly MainGate) including headquarters, distribution centers, remote offices, stadiums, retail stores, mobile event locations, and other locations where Legends Global Merchandise operates technology.  
 
Essential Duties and Responsibilities
  •  Administers and supports end-user devices, including desktop and laptop computers, Macintosh workstations, mobile devices, IP phones, printers, and networking equipment
  •  Prepares, maintains, tests, and supports point-of-sale systems, including registers, mobile devices, barcode scanners, credit card scanners, printers, wireless networking equipment, and Internet connectivity for scheduled events, stadiums, and retail locations
  •  Supports end-user applications, including third-party and custom applications, and performs software installations and upgrades
  •  Responds to user support requests received via telephone, e-mail, or in person, and resolves incidents and problems per established policies, procedures, and service-level agreements
  •  Escalates user support issues as necessary and appropriate, when unable to resolve within established service-level agreements
  •  Maintains ticketing system, asset management program, and knowledgebase for all user support issues and hardware/software inventory
  •  Builds and maintains standard computer images of operating systems, software applications and configurations for physical and virtual desktops
  •  Prepares and upgrades computer equipment for employees, including setup, installation of software, and configuration of standard settings in accordance with policies and procedures
  •  Works closely with the Finance Department and Director of Asset Protection on post-event sales audits to identify any sales discrepancies or fraud
  • Performs basic system administration tasks including account provisioning and removal, e-mail setup, and maintenance of e-mail distribution lists, security groups, and individual system and directory permissions
  •  Provide basic day-to-day training and instruction to end-users on systems, applications, security, policies, and procedures applicable to their individual job functions in order to maximize end-user productivity
  •  Setup and configuration of new and temporary retail sales locations, and closing of retail sales locations
  •  Maintains confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network
  •  Provides on-site support for local events, and special events requiring travel as needed
  •  Provides after-hours, on-call support for end-users as assigned
  •  Special projects, requests, and other duties as assigned
  
Education and/or Experience
2-year degree in related field, or minimum of 2 years work experience in help desk, desktop, application, or point-of-sale support
  
Job Knowledge, Skills and Abilities
  •  Strong attention to detail and accuracy
  •  Ability to communicate technical information to nontechnical personnel, and excellent verbal and written communication skills
  •  Working knowledge of and ability to install, configure, maintain, and troubleshoot computers, mobile devices, phone systems, wired and wireless networks, applications, and related hardware and software
  •  Strong customer service skills including the ability to “think like the customer”
  •  Ability to learn and support new systems and applications
  •  Ability to work independently and as part of a team
  •  Skill in planning, resource management, inventory control, and establishing priorities
  •  Ability to multitask and work in a fast-paced environment
  •  Ability to manage work load and deliver results within established deadlines
  •  Strong organization, decision making, and critical reasoning skills
  •  Flexible hours and after hours on-call support, including nights, weekends, and holidays
  •  Up to 25% travel to event locations
  
Training Requirements
Proficient and highest level of knowledge on MainGate’s systems, policies and procedures
TCE (Total Customer Experience) Training
 
Supervisory Responsibilities
 This position has no supervisory responsibilities.
  
Physical Demands
 Ability to move and handle systems and equipment generally weighing 0-50 pounds.
  
Work Environment
Position is located in a busy office with constant interruptions.
Event environments are not typically climate-controlled and can be exposed to dust, weather, odors, large crowds and noise.

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