IT Support Technician | Legends Global Merchandise

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GLOBAL MERCHANDISE

Recognized leaders in retail and merchandising worldwide, Legends Global Merchandise provides a fully customized, customer-centric, omnichannel shopping experience for fans. Our vertical service solution allows us to provide the latest trends, styles, designs, and brand collaborations across different categories. For in-venue, e-commerce and pop-up operations, Legends sets the standard when it comes to a unique shopping experience. We pride ourselves in creating a customized portfolio of inventory based on each property and operating as a true extension of each client's brand.

Different guests want different things, and we are here to build and provide a tailored retail experience.

THE ROLE

Candidate eligible for this position must be customer service-focused, with the ability to work independently and be flexible to help out with any Legends locations. The person filling this position will have success if they possess the ability to work in a fast paced, dynamic work environment with changing work priorities. The qualified individual will also possess solid analytical and problem solving skills;

proven ability to organize, manage, and complete multiple tasks in an efficient and timely fashion; strong verbal and written communication and the ability to establish and maintain effective working relationships with all internal and external stakeholders.

ESSENTIAL FUNCTIONS

• 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 mobile devices, credit card terminals, 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 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 knowledge base for 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.
• 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 training and instruction to end-users on systems, applications, security, policies, and procedures applicable to individual job functions in order to maximize end-user productivity.
• Support the setup, configuration, and closing of new and temporary retail sales locations.
• Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network.
• Provide on-site support for local and/or special events (with travel required as needed).
• Provides after-hours, on-call support for end-users as assigned.
• Special projects, requests, and other duties as assigned.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION & EXPERIENCE

• 2-year degree in related field, or minimum of 2 years work experience in help desk, desktop, application, or point-of-sale support.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that…