IT Help Desk Analyst

PlayOn! is looking for an IT Help Desk 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.

THE OUTCOMES WE EXPECT:

• Install, configure, and maintain operating systems (Windows and macOS), software applications, and security updates.

• Collaborate with cross-functional teams to escalate 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.

Objectives:

Provide Efficient Technical Support:

• 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).

Enhance User Experience and Satisfaction:

• 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.

Maintain and Improve IT Systems and Processes:

• 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.

THE TALENTS YOU BRING

• 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.

HOW YOU PLAY:

• 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. 

COMPANY OVERVIEW

The future of high school athletics and activities is powered by PlayOn! Sports. Through GoFan, the NFHS Network, and rSchoolToday, the PlayOn team elevates the event experience for schools and communities across digital ticketing, fundraising, concessions, streaming, websites, and activity management.

PlayOn has united top brands in the school event space with a shared passion for athletics and activities and the lifelong memories that they instill. We take pride in empowering schools to save time and focus on what matters most: the students, staff, and communities who make their programs possible.

Thousands of schools partner with PlayOn to provide unparalleled access to millions of people to discover, enjoy, and relive their favorite events in person and online. As we continue to grow, we remain true to our vision to be there for schools so their communities can be there for every moment.

WHY YOU’LL LOVE WORKING AT PLAYON! SPORTS

PlayOn! Sports is more than just a place to work. It's a place to learn, grow, and thrive as people and professionals. We encourage a healthy work-life balance at PlayOn! Sports through offering flexible working schedules and generous paid time off. Come be a part of the team that is changing the landscape of high school sports!

Some benefits we offer include:

• Competitive salary 

• Multiple Medical options to choose from

• Dental, Vision, Life and Disability Insurance

• Open PTO Policy 

• 401K plan with company match 

• Fun and collaborative hybrid/flexible work environment

Note: Part-time employees and interns are not eligible to participate in any of the Company’s Employee Health Benefit Plan listed above. These Benefits are only available to full-time employees of the Company.