IT Support Technician II - Lumen Field

It Support Technician Ii

Salary: $77,968.80 This role is located at Lumen Field

Different perspectives make us better. We're committed to creating an equal opportunity and fair treatment environment, where learning and growing together is just part of our every day. An environment where you can be your authentic self.

The disruptor in defining the sports and entertainment hospitality experience, Levy is recognized as the market leader and most critically acclaimed hospitality company in its industry. Twice named one of the 10 most innovative companies in sports by Fast Company magazine and one of the top three Best Employers for Diversity in America by Forbes, Levy's diverse portfolio includes award-winning restaurants; iconic sports and entertainment venues, zoos and cultural institutions, theaters, and convention centers; as well as the Super Bowl, Grammy Awards, US Open Tennis Tournament, Kentucky Derby, and NHL, MLB, NBA, NFL, and MLS All-Star Games.

Job Summary

As the IT Support Technician II, you will be responsible for facilitating our partner's success through the appropriate use of Levy/Compass Group technology. You will report to the Director of Operations, but work closely with IT Field Systems, POS vendors, partner IT contacts, and other Levy departments to ensure all Levy software and hardware systems are functioning properly. This position will include advanced troubleshooting and administration of our Point of Sales (POS) platform. Support POS user account creation, item configuration, menu adjustments and end-to-end testing with guidance from Operations and IT Field Services.

Responsibilities

Customer Service Oriented: Strong interpersonal and communication skills to effectively engage with guests, staff, senior leadership and external vendors

Provide support: Help users with IT and POS-related problems, such as using applications, software, printing, operating systems and hardware

Educate: Teach users how to use new applications and how to use their devices correctly. This includes PCI compliance education and training for end users using POS terminals

Troubleshoot: Diagnose and fix hardware and software issues including but not limited to:

• Point of Sale (POS) Hardware: Terminals, Printers, Tablets, etc
• Office Equipment: Laptops, Desktops, Printers, Servers, etc

Install and set up: Install new equipment and upgrade existing systems

Maintain: Ensure that systems are up to date and working properly. Responsible for all Levy IT assets, including all POS equipment

Document: Record issues and solutions, and update Standard Operating Procedures (SOP) and Knowledge Base (KB) articles

Proactive maintenance: Perform proactive maintenance to ensure smooth IT operations in collaboration with Levy Operations, Partner IT and IT Field Systems teams

Minimum Requirements

Ability to troubleshoot application, software and hardware issues

Understand, manage and execute technical priorities, standards and procedures for existing and future systems as directed

Own and manage support tickets through resolution, ensuring timely follow-up, escalation when necessary, and clear communication with stakeholders

Assist in the planning, coordination and execution of POS and system installations and upgrades

Understanding of network fundamentals and topologies including working knowledge of Ethernet and wireless technologies

Proficient with Microsoft Office

Experience with Point-of-Sale systems such as VenueNext, MyVenue, Tapin2, Amazon Just Walkout (JWO) and Square

Serve as a liaison between Levy, the partner and third-party POS providers, ensuring seamless integration, troubleshooting, and performance optimization

Build and maintain strong working relationships with internal stakeholders including managers, directors, VPs, and C-suite executives, providing regular updates and strategic IT support

Delegate and oversee IT-related tasks to hourly support staff during events, ensuring efficient task execution, adherence IT protocols and focusing on guest satisfaction and operational continuity

Available to work multiple shifts (weekdays, weeknights, weekends,&holidays)

Some travel required

Positive demeanor and can-do attitude

Solid written and verbal communication skills

Ability to work independently without close supervision

Ability to stand for extended periods of time

Ability to lift up to 40 pounds

Other duties as assigned

Levy is a member of Compass Group USA. Compass Group/Levy is an equal opportunity employer. At Compass/Levy, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply. Applications are accepted on an ongoing basis. At Levy, team = family. And we'll always take care of family, learn more about Levy benefits offered.