Position Summary:

IMG Academy's Campus Technology Department is seeking a personable IT Support Specialist to be the first point of contact for technology needs across one of the world's premier sports and education campuses. One ticket might be a password reset, the next a conference room projector that won't sync, and the next a broadcast camera down at the stadium or a printer jam in an academic building the day moves fast and rarely goes in a straight line. We care less about how many acronyms you already know and more about how you show up: curious, coachable, and easy to work with. You'll pick up new systems constantly, get corrected sometimes, and occasionally deal with a frustrated coach or student at 7am how you handle that matters as much as the fix itself. Good attitude, genuine eagerness to learn will take you a lot further here than a resume full of certifications.

Position Responsibilities:

Serve as first point of contact for end-user tickets submitted via helpdesk, phone, walk-up, or chat, and own them through to resolution or a clean handoff. Provide hands-on support for laptops, desktops, monitors, docking stations, and mobile devices troubleshooting, imaging, deploying, and repairing hardware as needed. Handle account and access support, including password resets, account lockouts, MFA/Okta troubleshooting, and basic permissions questions. Assist with new-hire and new-student technology setup, including account creation, device provisioning, and orientation support. Provide day-to-day support for conference room and collaboration technology displays, video conferencing systems (Zoom, Teams), and room control systems escalating AV-specific issues when needed. Assist with room and event setups for meetings, campus programs, and special events. Provide first-line support for sports technology touchpoints used by coaches, performance staff, and student-athletes (broadcast cameras, scoreboards, sideline/analytics devices), escalating specialized platform issues to the appropriate systems owner. Support technology needs during campus events, athletic competitions, and testing sessions, including on-site troubleshooting and device readiness checks. Document every fix, note, and resolution in the ticketing platform, and contribute to the team's knowledge base and SOPs. Escalate complex tickets to Support Specialist II/Team Lead with clear context and troubleshooting steps already documented. Participate in regular audits of accounts, equipment, and access, flagging inconsistencies to the team.

Knowledge, Skills and Abilities:

High school diploma or equivalent required. An Associate's degree or technical certification in Information Technology is preferred but not required. Equivalent hands-on experience, a strong aptitude for technology, and a positive, customer-focused attitude will be considered in lieu of formal education. A genuinely good attitude, patient with frustrated end users, honest when you don't know something, and quick to ask rather than guess. Real eagerness to learn: you'll be thrown into systems you've never seen before on a regular basis, and you should find that exciting, not draining. Experience in a helpdesk, desktop support, or customer-facing technical support role. Working knowledge of Windows and macOS desktop environments and common hardware troubleshooting (laptops, desktops, monitors, printers, peripherals). Understanding of networking concepts as they apply to end users (Wi-Fi connectivity, printer/network drop issues, VPN basics). Clear communication and documentation habits, both with end users and in the ticketing system. Ability to lift and move standard IT equipment (desktops, monitors, boxed hardware) and stay on your feet supporting walk-up requests. Flexibility to work a rotating schedule that includes weekend coverage, consistent with IMG Academy's 24/7 campus operating environment. Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, Harmony) and basic identity/access tools (Okta, Active Directory). Exposure to conference room AV/collaboration technology (Zoom Rooms, Teams Rooms, room control systems) or print management platforms (e.g., PaperCut). Experience in a large campus, higher education, sports, or multi-facility environment. A+ certification or equivalent hands-on hardware experience.