Senior IT Service Technician

Cosm•Detroit, MI

2d•Onsite

About The Position

Cosm is looking for experienced IT specialists that have worked in a live entertainment or hospitality environment. We’re looking for individuals that put customers first and always strive to provide the highest level of service. The ideal candidate would be organized, motivated, and proactive to ensure that venue operations are running smoothly. You’ll be part of a team that’s responsible for the maintenance, support, and operation of all the technologies that support all critical venue operations.

Requirements

High school diploma or equivalency certificate. An associate or bachelor’s degree in a technical field is a plus.
5+ years of experience in entertainment, production, or hospitality.
Working experience with operations of an entertainment venue including A/V, F&B, and Ticketing.
Working experience in MacOS, iOS, Windows, and VMware environments.
Working experience with mobile device troubleshooting and support.
Working experience and administration skills with computers, computer systems, servers, networks, SaaS-based services, and other technical systems.
Familiar with IT security systems, procedures, and policies.
Familiar with operations of an entertainment venue including A/V, F&B, and Ticketing.
Self-directed and able to collaborate on a team.
Due to the high visibility of this position, excellent written, verbal, and phone communications skills.
Strong creative and innovative problem-solving skills.
Previous experience working in an IT service role.
Previous experience working in a technical team of people.
Previous experience working in live entertainment, large scale hospitality or venue environments.
Strong working knowledge of ServiceNow for IT Service Management and IT Operations Management.
All applicants must be at least 18 years of age at the time of employment. This requirement is in accordance with applicable federal, state, and local labor laws.

Nice To Haves

Licenses/Certifications: CHTP, A+, MCP, MCSE/MCSA, Network+ or related certifications preferred.

Responsibilities

Provide on-site first response (Tier 1 support, and a senior member Tier 2 support) to all onsite IT-related technical systems and hardware.
Mentor, lead and support Venue IT team members. Provide training and upskilling as identified and needed.
Develop training programs and guide for any new team members to onboard quickly.
Maintenance and troubleshooting of networks, hardware, and software including but not exclusive to; Point-of-Sale, Kiosks, Kitchen Display Systems, Ticketing Systems, Wireless Connectivity, Desktops, Laptops, Networking Equipment, Media Servers, IP TV systems, A/V Systems, and/or consoles.
Interact with our proprietary primary display technology to conduct operational and functional checks of the show system and equipment.
Read drawings, technical schematics, diagrams, and checklists.
Conduct operational and functional checks of the show system and equipment.
Communicate and collaborate with internal and external partners.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made.
Respond to requests via calls, text, email, or radio.
Work with engineers to test fixes and ensure the problem has been adequately resolved.