IT Support Technician I

100 LEARFIELD; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA

Life Insurance

Flexible PTO

Parental Leave

Paid Holidays

401(k) Match

Short/Long Term Disability

Job summary

Learfield is seeking an IT Support Technician I to ensure smooth IT operations for end users in Atlanta, GA. You will handle requests via Freshservice, assist desk-side, install and configure software and hardware, and maintain equipment, antivirus, and backups.

The role emphasizes customer service and rapid problem resolution.

Qualifications

• Technical knowledge of software and PC hardware (HP, Apple, Microsoft Windows, Office, Adobe).
• Password resets for end users via Azure, AD or standard methods.
• Ability to read and follow technical manuals and documentation.
• Ability to research PC issues and peripherals (printers, desk phones).
• Strong written and oral communication skills.
• Customer-service oriented mindset.
• Ability to prioritize tasks in a high-pressure environment.
• On-call availability.

Responsibilities

• Serve as first point of contact via phone or email with professional customer service attitude.
• Monitor ticket queue and answer help desk calls.
• Escalate issues to Level II when needed.
• Document problem-solving steps and final resolutions in the system.
• Research and explain technology issues to end users.
• Identify and learn software/hardware used by the organization.
• Perform desktop maintenance: install/upgrade software, hardware, ensure backups and antivirus.
• Perform preventative maintenance on workstations/printers/peripherals.
• Follow up after resolution to ensure user needs are met.
• Develop knowledge base articles and assist with inventory management.

Skills

Active Directory

Windows & MS Office

Customer service

Technical troubleshooting

Printer/Peripheral support

Education

College diploma or university degree in computer science

Helpdesk or customer service experience

Tools

Freshservice

Bomgar

Job description

The IT Support Technician I role is to ensure proper IT operations so that end users can accomplish business tasks, this includes receiving, prioritizing, documenting, and actively resolving end user requests for assistance as well as installation, configuration, and oversight of the personal computer environment. Problem resolution and oversight regularly include the use of diagnostic and tracking tools such as Freshservice and Bomgar. The technician may also be required to provide in-person, hands-on assistance at the deskside level

Essential Duties & Responsibilities:

• Serve as the first point of contact providing technical assistance over the phone or email, while maintaining a professional, courteous, and flexible customer service attitude.
• Monitor the Freshservice ticketing queue and answer incoming Help Desk calls.
• Escalate problems, as needed, to the level II technicians.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution.
• Research to understand, explain, and resolve technology issues.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform fixes and maintenance at the desktop level; including installing and upgrading software, installing, and upgrading of computer hardware and peripherals, ensuring backup, antivirus and updates are functioning and configuring systems and applications when required.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups to ensure that the costumer's needs are met.
• Develop knowledge base articles.
• Assist with inventory management.
• Ability to follow all company policies and procedures.

Minimum Qualifications:

• Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
• Provide password resets for end users through Azure, Blueberry, or standard Active Directory.
• Able to read and understand technical manuals, procedural documentation.
• Demonstrated ability to research PC issues and peripheral devices such as printers and desktop phones as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present information in user-friendly, courteous, language, and manner.
• Strong customer-service orientation.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• On-call availability.
• Sitting for extended periods.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Other assigned duties as needed for the success of the organization.
• Some travel may be required.

Preferred Qualifications:

• College diploma or university degree in the computer science field Helpdesk or customer service experience. A combination of education and experience may be substituted.

Physical Requirements:

• Ability to sit or stand at a desk for majority of day.
• Ability to use hands and fingers to operate a computer, telephone, keyboard and mouse.
• Ability to talk, hear and communicate clearly in person and via phone/video conferencing.

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10+ days annually), including Parental Leave, 20 Paid Holidays, 401(k) + Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act.

• Medical
• Dental
• Vision
• Health Savings Account
• Life Insurance and Other Insurance Plans
• Flexible Paid Time Off (minimum 10+ days annually)
• Parental Leave
• 20 Paid Holidays
• 401(k) + Match
• Short/Long Term Disability

Learfield is an Equal Opportunity Employer.

We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Learfield is the leading media and technology company powering college athletics. Through its digital and physical platforms, Learfield owns and leverages a deep data set and relationships in the industry to drive revenue, growth, brand awareness, and fan engagement for brands, sports, and entertainment properties. With ties to over 1,200 collegiate institutions and over 12,000 local and national brand partners, Learfield’s presence in college sports and live events delivers influence and maximizes reach to target audiences. With data-based solutions for a 365-day, 24/7 fan experience, Learfield enables schools and brands to connect with fans through licensed merchandise, game ticketing, donor identification for athletic programs, exclusive custom content, innovative marketing initiatives, NIL solutions, and advanced digital platforms. Since 2008, it has served as title sponsor for the acclaimed Learfield Directors’ Cup, supporting athletic departments across all divisions. Our people-first culture is the foundation of our business and is reflective of our approach to building meaningful relationships with our employees, partners, and fans. The company strives each day to deliver the mission statement and embody the core values that make Learfield an exciting place to work. Our Mission Powering the connection of fans to the brands and experiences they love. Our Core Values Build Trust | Be Fans of One Another | Power Tomorrow | Create & Connect Communities | Have Fun