Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry.  Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn. 

The Desktop Support Engineer provides proven technical support, experience, and strategic insights to meet the IT needs of OVG staff, subsidiaries, and partners as directed by leadership.

The position is responsible for the local day-to-day needs and requests of the OVG Headquarters office, in addition to remote coverage and support for all OVG users and clients globally. In addition to end-user requests and issues, this position must be able to manage projects and tasks, as assigned by IT leadership.

Customer service etiquette, a strong work ethic, and the ability to go above expectations are of equal importance to any technical requirements. The candidate for this position must manage their time properly and be willing to prioritize the needs OVG and its initiatives.

The Desktop Support Engineer reports to VP of Enterprise Technology.

This is a Full-Time role and will pay between $33.75 - $36.50 hourly.

Benefits include: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).

job expires 6/30/2024

     Major Duties and Responsibilities:

• Provide prompt, thorough, and courteous support to staff, including C-Level leadership.
• Perform in-person and remote troubleshooting, diagnosis, and repair of complex desktop support problems for end-users.
• Troubleshoot, diagnose, and repair PC and Apple equipment, including reimaging, hardware replacement, and software (re)installation.
• Troubleshoot, diagnose, and repair conference room technology equipment and web conference platforms (Teams & Zoom).
• Install, configure, test, and maintain end-user technology equipment, including desktops, laptops, printers, peripheral devices, and other specific standalone and network-connected equipment.
• Install, configure, and test software adhering to the company-approved software list.
• Liaise with third-party support and equipment vendors, as directed.
• Develop and document standardized user processes and procedures ("how to") documentation.
• Receive, respond and manage tickets and requests in the help desk ticketing system in a timely and efficient manner.
• Educate and develop the IT skills to meet the requirement of desktop support team.
• Meeting with the IT leadership to discuss company and technology needs..
• Troubleshooting networking issues with Infrastructure team
• Filing monthly reports for the IT leadership.
• Work closely with Technology leadership and team on specific projects and tasks assigned.
• Inventory laptops, desktop, monitors and other technology-related items stored at the IT office.
• Recommend improvements to existing technologies and methods to improve the quality and timeliness of technical support.
• Perform related duties as assigned consistent with the scope and intent of the position.

Qualifications

• Deep knowledge and understanding of modern Windows and Mac OSes and applications, including the Office Suite.
• Knowledge and understanding of Microsoft 365 Admin Portal, to include user, device and group management in Entra (Azure AD) and InTune.
• Knowledge and understanding of standard networking services: DHCP, DNS, print, file & resource servers.
• Knowledge and understanding of scripting, including through Powershell and basic programming and configuration, a plus.
• Basic knowledge and understanding of networking protocols and components, including the OSI model, TCP/IP, DNS, CISCO switches & wireless access points.

     Abilities & Attributes

• Strong ability to multitask, evaluate and set priorities.
• Possess strong leadership skills and strong attention to detail with excellent prioritization and follow-up skills.
• Punctuality and sense of urgency.
• Ability to work independently and collaborate with a team to produce quality materials within tight timeframes.
• Emphasizes personal and professional growth.
• Maintain current knowledge of related technology advancements and trends.
• Work effectively and work cooperatively with individuals from diverse backgrounds.
• Work independently.
• Establish and maintain effective working relationships with IT team and employees.
• Ability to communicate effectively with all employees on all levels. Have excellent written and verbal communication skills and be able to read and write in English.

     Education & Experience

• An Associate Degree from an accredited college or university with major coursework in computer science, information systems, or a closely related field is strongly preferred.
• A+ Certification strongly preferred
• Network+, CCENT or Microsoft certification desirable
• Minimum of five (5) years of experience as a Desktop Support Technician (or equivalent position) in an enterprise-level environment, with demonstrated and well-developed analytical troubleshooting and critical thinking skills.
• At least five (5) years of progressively responsible experience troubleshooting desktop support equipment and software; creating or playing an integral part with developing standard operating procedures manuals and documentation.

     Physical Efforts/Environment

• Lift and carry up to fifty (50) pounds for short distances while observing safe lifting and carrying practices.
• Walk, climb, stand, stoop, bend at the waist, lift and carry sufficiently to perform tasks.
• Reach overhead, above the shoulders, and horizontally; grasp.
• Sit for extended periods with intermittent walking.

Strengthened by our Differences. United to Make a Difference. 

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is routed in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information, or any other protected class under federal, state, or local law.