Associate, Specialized IT Support Technician (Executive)

  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, Specialized IT Support Technician (Executive) 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. This includes executing project tasks, 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 Man...