IT Support Analyst

Play On! is looking for an IT Support Analyst to provide frontline technical support for Windows and Mac laptop users, both in-person and remotely. This position will diagnose and troubleshoot hardware and software issues on laptops, including but not limited to OS errors, software conflicts, connectivity problems, and hardware failures.

• Install, configure, and maintain operating systems (Windows and macOS), software applications, and security updates.
• Collaborate with cross-functional teams to elevate complex issues and ensure prompt resolution.
• Assist in the setup and deployment of new laptops, ensuring proper software installations, configurations, and user profiles.
• Manage user accounts, access rights, and permissions on both Windows and Mac platforms.
• Educate and guide end-users on best practices for laptop usage, data security, and system optimization.
• Maintain accurate records of support requests, troubleshooting steps, and issue resolutions.
• Create and update documentation for common technical issues and solutions.
• Stay up-to-date with the latest technology trends and advancements in the IT field.

• Deliver timely and effective solutions to IT issues, ensuring minimal downtime for end users.
• Prioritize and resolve tickets based on severity and urgency to meet Service Level Agreements (SLAs).

• Communicate clearly and empathetically with users to understand their technical problems and provide guidance.
• Offer training or documentation to empower users and reduce recurring issues.

• Log and document support tickets accurately for future reference and analysis.
• Identify patterns in technical issues to suggest improvements to IT systems or processes, contributing to overall efficiency.

• Bachelor's degree in Information Technology or related field, or equivalent work experience.
• Proven experience providing technical support for both Windows and Mac laptops.
• Strong knowledge of Windows (10 & 11) and macOS operating systems.
• Proficiency in diagnosing and resolving hardware and software-related issues.
• Familiarity with remote desktop support tools and ticketing systems.
• Excellent communication skills, both written and verbal.
• Ability to effectively explain technical concepts to non-technical users.
• Detail-oriented and organized approach to problem-solving.
• Adept at multitasking and managing priorities in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or Apple Certified Support Professional (ACSP) are a plus.

• Ownership over Participation
  :
  You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
• Team over Stars
  :
  You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
• Growth over Comfort
  :
  You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
• Fairness over Popularity
  :
  You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.

Play On is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and Max Preps—empowers schools with innovative solutions and exceptional service. Our fan engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place.

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