Tech Support Tier 1 | LMG

LEGENDS GLOBAL  

Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. 

The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us! 

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. 

• 2-year degree in related field preferred 

• Minimum of 2 years work experience in help desk, desktop, application, or point-of-sale support. 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

NOTE: 

The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.  

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.