Support Technician, Enterprise Technologies

LA28 does not provide relocation assistance.

The Summer Olympic and Paralympic Games will be hosted in Los Angeles, California in 2028, returning to the United States for the first time in over 30 years. 2028 will be the first time LA hosts the Paralympic Games, creating an opportunity to expand awareness, understanding and inclusion of people with disabilities.

LA28, the organizers for the 2028 Olympic and Paralympic Games in Los Angeles, is on a mission to create an unparalleled Games experience for athletes, fans, partners, our community and our people. Our vision is to collectively create what’s next through sport, community and the power of our differences.

The 2028 Olympics and Paralympics will represent LA and leverage the strength of our community’s diversity and creativity as we collectively work to design a Games that we all want to be a part of. We do this by focusing on people and by inviting everyone into the story of the LA28 Games.

The LA28 organizing committee is an independent, non-profit organization that is privately funded and governed by a board of directors. 

Values and Behaviors:

• Optimism – Embody a positive, enthusiastic, and solution-oriented attitude in everything we do; challenge the status quo, inspire and support one another to achieve our best; have our eyes on the future and believe we can make a meaningful impact
• Integrity – We communicate openly and honestly, listen, and respectfully value multiple perspectives; we do what we say and are accountable for everything we do; we do the right thing, always. Even when it isn’t easy
• Excellence – We hold ourselves to the highest standard and expectations; we live our values and truths and persevere through challenges; we are continuous learners and adapt and pivot with speed to meet changing needs
• Inclusion – We seek to represent, include, empower and level the playing field; our work reflects the communities we serve and the world in which we live; we leverage our platforms to bring awareness to issues relevant to who we are
• Co-Creation – We are authors of a shared story. Everyone contributes their unique voice to our shared mission; we share pride in our accomplishments and ownership of our shortcomings
• Boldness – We embrace creativity, courage and outside-the-box thinking; we are unafraid to take risks, explore unconventional solutions, and learn from the process; we are innovators, disruptors, and challengers of the status quo

Support Technician, Enterprise Technologies

The Support Technician, Enterprise Technologies will provide Helpdesk tier I-III support for LA28 employees while proactively maintaining the organization's computer hardware, software, telephone, and AV systems for 200-300 end-users in multiple geographical locations, ensuring highest levels of customer satisfaction. Reporting to the Senior Director, Technology Infrastructure & Support, they will execute 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. 
• Proactively identify and address technology accessibility issues to meet the diverse needs of end-users, including those with disabilities. 
• 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 the 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 & Qualifications:

• 4+ years of related experience in an IT support role. 
• Genuinely enjoys customer service-oriented support, possess knowledge across a wide range of technical topics, and thrives on finding solutions to technical issues in a fast-paced environment. 
• 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. 
• Demonstrated commitment to Diversity, Equity, Inclusion, and Belonging (DEIB).

Leadership 

• Self-starter with experience in defining tasks, seeking feedback, and evolving work where applicable
• Ability to lead by influence in an environment with complex interdependencies
• Ability to work effectively in a close team environment, providing project management and supporting technical abilities for various projects and initiatives
• 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 

Physical Requirements and Working Conditions 

• Candidates should expect a standard 5-day week working out of the LA28 offices located in the Westwood neighborhood of Los Angeles.
• Candidates should expect a standard 5-day week working primarily based in the LA28 Los Angeles office with occasional travel to support remote offices and special events.
• On-call availability during critical outages or high-priority events.
• Flexibility to provide support outside standard office hours, including evenings or weekends, as needed for events or system maintenance.
• Ability to lift and carry equipment weighing up to 25 pounds.
• Frequent standing, walking, and bending to set up or repair IT equipment.
• Prolonged periods of sitting at a desk and working on a computer.

Education / Training / Certifications 

• Microsoft or equivalent IT certifications and an understanding of ITIL are a plus. 

Submission Requirements:

• Resume

The annual base salary range for this position is $68,000.00 - $78,000.00. 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 operating 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. We strive to build a team that is diverse, inclusive and encourages qualified candidates of all backgrounds, perspectives, and identities to apply. We will consider all qualified candidates with criminal histories in a manner consistent with local law. We assess applications based on relevant skills, education, and experience a candidate can add to our team.