IT Support Specialist

About IMG Academy
IMG Academy is the worlds leading sports education brand providing a holistic education model that empowers student-athletes to win their future while preparing them for college and for life. IMG Academy has been nationally recognized by organizations including Sports Business Journal USA Today and the Best and Brightest Companies to Work For for its workplace culture innovation and commitment to developing people both on and off the field.

IMG Academy provides growth opportunities for student-athletes and partners through an innovative suite of on-campus and online experiences:

• Boarding school and camps delivered on a state-of-the-art campus in Bradenton Florida
• Online coaching through IMG Academy focused on personal development through the lens of sport and performance
• Online college recruiting through NCSA College Recruiting and SportsRecruits providing industry-leading recruiting education tools and access to a network of more than 40000 college coaches for student-athletes families club coaches and event operators
• Elevate by IMG Academy a performance and personal development solution that delivers mindset leadership and wellbeing programming to schools colleges and organizations through a combination of digital content and immersive experiences

Position Summary:
IMG Academys Campus Technology Department is seeking a personable IT Support Specialist to be the first point of contact for technology needs across one of the worlds premier sports and education campuses. One ticket might be a password reset the next a conference room projector that wont 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. Youll 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 teams 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 Associates 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 dont know something and quick to ask rather than guess.
• Real eagerness to learn: youll be thrown into systems youve 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 Academys 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.

Background Requirements:

• Requires a background check upon offer
• Requires a drug test upon offer

Dont meet every single requirement We are dedicated to building a diverse inclusive authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Get to know us better:

IMG Academy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.