Venue Technology Assistant

ASM Global•Los Angeles, CA

1d•$18•Onsite

About The Position

As part of the Venue Technology Team, this role is expected to be responsible for providing POS and infrastructure support leadership for the customer-facing technology at this venue. This role will provide technical support to the business team based out of this location. In addition, as time permits, this role may be asked to provide complimentary support to large events at other venues within the region or at other office premises. The person in this position is expected to have technical ownership over issues reported or identified by this individual. They will be supported and overseen by the Regional Venue Tech Manager. Hands-on familiarity with POS solutions, desktop computers, and other end-user devices and systems is desired to be an effective member of this team. Legends strives to build resiliency into the solutions we deploy; however, issues do arise. When an unplanned incident is encountered, the team members are expected to keep calm while assisting in both troubleshooting and communication. A great personality and customer focus is key. Being able to escalate when appropriate, and pull in other technology team members and vendors, should be second nature. This support culture is conducted as part of the standard support protocol for the venue. Previous fast-paced, demanding help desk experience is ideal experience for candidates in this role. The goal of this team is to prepare well before the event, so they can spend time soaking up the atmosphere in the stadium during the event. While doing so, they need to always be available to support our operations.

Requirements

Keyboarding skills and computer proficiency with software knowledge to include MS Office.
Excellent interpersonal, written, and oral communication skills required
Must be detail oriented, organized, service oriented, and responsible
Strong customer service and presentation skills
Able to motivate themselves and a team to work together in the most efficient manner
Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT they manage to ensure its 24x7 availability
Able to analyze user needs, problem-solving and reach acceptable solutions
Able to perform effectively with supervision, either independently or as a team member
Comprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applications
Practical knowledge of Intranet and Internet Technologies, servers, networking, and telephony
Good understanding of network troubleshooting including TCP/IP, VLAN’s, and wireless
Experience working with managed service providers
Able to maintain confidentiality of information and systems
Knowledge of security, compliance requirements and practices
Must be able to sit, stand, walk or a combination of the three for up to 10 to 15 hours a day
Ability to lift up to 10-30 pounds, occasionally 50 pounds

Nice To Haves

Associated Degree in a technology related field preferred
CompTIA A+ or Network+ certification desired
2+ years of Service Desk support
2+ years of working with and supporting TCP/IP networks and performing wireless support
2+ years of hands-on experience using Windows 7 and 10 Professional operating systems
2+ years of Microsoft Office and/or other packaged applications required
2+ years of working with and supporting Samsung or Apple tablets
2+ years of working with and supporting audio/video equipment
2+ years of working with and supporting a POS system
2+ years of working and supporting antivirus and device imaging systems
2+ years of providing technology training and mentoring others
2+ years of supervisory experience required
ITIL knowledge and certification desired

Responsibilities

Works as part of Event Technology Support Team
Stays in radio and SMS contact with other team members and the Supervisor at regular intervals
Provides support to a designated zone of the stadium.
Is actively available to support Legends operations in this area with zone overlap as incidents dictate
Assists in equipment setup/teardown as needed
Maintains a high level of support and client satisfaction at all times
Performs tier one support across the site; escalates when appropriate
Makes it their business to understand and share known issues.
Assesses the impact to operations at a venue and makes sure others understand the implications
Pays special attention to time sensitive requests and makes smart decisions prioritizing to ensure minimal internal or external customer impact
Validates reported issues are fully addressed; checks expected functionality has resumed
Responsible for communicating, promoting and adhering to IT standards
Effectively communicate to stakeholders as required, escalating to Supervisor when necessary
Other duties as assigned