Associate, IT Support Technician

LA28 does not provide relocation assistance. LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community. The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles’ third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presents the unique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles. Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place–a team full of diverse perspectives, experiences and expertise. We are guided by the following set of values and behaviors–optimism, integrity, excellence, inclusion, co-creation and boldness–and look forward to hearing about how your past experiences align with them. Associate, IT Support Technician Reporting to the Sr. Manager, Service desk Lead, this role will provide Helpdesk tier I-III support for LA28 employees while proactively maintaining the organization's computer hardware, software, telephone, and AV systems ensuring highest levels of customer satisfaction executing project, plans and tasks as assigned as part of the IT team. Key Responsibilities Develop and maintain formal helpdesk operating procedures for consistency and productivity; communicate changes and update procedures collaboratively with Service Desk Management. Provide independent support including installing, diagnosing, repairing, maintaining, and upgrading computer hardware and equipment to ensure optimal workstation and network performance, and security compliance Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation Provide remote support to end-users on hardware, software, and network related problems, questions, and use using video, voice, or chat solutions. Diagnose problems requiring physical interaction with end-user; facilitate the resolution of technology issues; walk the user through key steps. Manage the repair of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support. Implement methodologies to improve first call resolution, manage stakeholder perceptions, and build strong internal relationships. Identify appropriate technology, processes and other resources with team to maximize helpdesk effectiveness. Monitor, respond, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction. Draft documentation to grow employee self service and technical competency across the organization Escalate tickets as necessary; track activities of technical support specialists to whom tickets were assigned. Contributes to the Onboarding/Termination process of employees by deploying and personalizing computer systems, email accounts, network credentials, and remote access, as well as removal of all privileges as directed by the HR department. Provide onsite tech support for special events and remote offices. Background & Requirements: 3+ years of experience providing Helpdesk tier I-III support Microsoft or equivalent IT certifications and an understanding of ITIL are a plus. Genuinely enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment. Strong working knowledge of ServiceNow for incident and problem management. Technical knowledge of Identity Management (Azure Active Directory), Office 365, Cloud Based Phone Systems, experience with enterprise mobility management and mobile device management. In-depth knowledge of Microsoft and Apple software to address employees with their day-to-day support needs. Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software. Ability to troubleshoot Audio Visual systems, and experience with video conferencing software (Teams and Zoom), as well as Meeting Room equipment. Hands on experience in administering and implementing SaaS solutions. Experience supporting enterprise email and/or data migrations. Strong facilitation, training and troubleshooting skills. Strong attention to detail and highly organized. Well-developed analytical and problem-solving skills. Have in-depth knowledge of available products and solutions to address any request to empower user with competitive technical advantage. Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities and deadlines. Possess personal drive to start a project and see it through to completion. Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship building abilities. Ability to effectively communicate technical issues to non-technical people. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills. Physical Requirements and Working Conditions: Available to work onsite in our Downtown Los Angeles-based office. The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment. The LA28 office is an open floorplan working environment; employees must be able to work efficiently in an open cubicle environment. Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods. Perform other duties as required; the role will evolve over time and may include operational responsibilities during the Olympic and Paralympic Games. Expectations: Self-starter with experience in defining tasks, seeking feedback, and evolving work where applicable Ability to work effectively in a close team environment Proven ability of building good interpersonal relationships with people across the organization, while balancing assertiveness and setting expectations with diplomacy A collaborative mindset: someone who prioritizes the team and fosters a culture of high performance without ego Ability to implement and manage change effectively A civic-minded attitude; experience and/or interest in working for a non-profit An excitement for the committee's mission of building the best Olympic and Paralympic Games, while thinking differently all along the way The annual base salary range for this position is $70,500.00 - $82,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law. LA28 does not provide relocation assistance. LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.