IT Support Technician & eSports Event Specialist

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

Job Summary

We are seeking a highly capable and versatile IT Support Technician & eSports Event Specialist to join our growing team. This hybrid role combines the day-to-day responsibilities of a Tier 1-2 IT Support Technician with the hands-on execution and oversight of live competitive gaming events. You will ensure the seamless operation of our organization's IT infrastructure while also playing a key role in delivering flawless eSports tournaments, broadcasts, and gaming experiences for players, audiences, and sponsors.

This is an ideal opportunity for an IT professional who loves problem-solving, thrives in fast-paced environments, and is passionate about the competitive gaming ecosystem.

Key Responsibilities

1. IT Help Desk & End-User Support (Primary when no events)

• Serve as the first point of contact for technical assistance via help desk tickets, phone, email, or in-person walk-ups.
• Provide Tier 1 and Tier 2 support for hardware, software, operating systems (Windows, macOS), and mobile devices (iOS, Android).
• Troubleshoot and resolve issues related to laptops, desktops, printers, peripherals, collaboration tools, and user accounts.
• Configure, deploy, and maintain PCs, workstations, and mobile devices in accordance with IT standards and security policies.
• Perform user account setup, password resets, and permission management in Active Directory, Office 365, or similar environments.
• Assist with email and collaboration platform support (e.g., Outlook, Teams, Slack, Google Workspace).
• Maintain accurate and up-to-date documentation in the IT ticketing system, logging all incidents, steps taken, and final resolutions.
• Escalate advanced technical issues to senior IT staff or vendors as appropriate, providing detailed context and troubleshooting history.
• Perform routine IT maintenance tasks such as software patching, updates, antivirus checks, and inventory audits.
• Assist with onboarding/offboarding processes, including device provisioning, hardware recovery, and exit account administration.
• Provide clear, user-friendly guidance to staff on basic IT best practices, data security, and safe technology use.

2. Network & Infrastructure Support

• Assist with basic network monitoring, troubleshooting connectivity issues, and configuring small office/home office LAN/WAN environments.
• Support the setup and maintenance of switches, access points, patch panels, cabling, and port management.
• Work with senior IT or network admins to ensure stable and secure wired/wireless network performance across office and event sites.
• Deploy temporary network configurations for gaming events, including VLANs, QoS, port forwarding, and bandwidth optimization for competitive gameplay.

3. eSports Event Operations & Technical Production

• Lead the technical setup and teardown of gaming rigs, peripherals, player stations, broadcast equipment, and staging for tournaments and scrims.
• Configure and test player PCs, consoles, peripherals, and capture hardware for optimal gameplay and stream performance.
• Deploy, monitor, and troubleshoot LAN configurations during events to ensure low latency, secure connections, and minimal downtime.
• Operate or assist with AV systems used in broadcasts: video switchers, audio consoles, cameras, projectors, LED displays, and lighting rigs.
• Integrate and monitor streaming platforms (Twitch, YouTube, proprietary platforms) and assist with real-time troubleshooting of video/audio feeds.
• Provide rapid response for on-the-spot player hardware failures, peripheral swaps, or technical malfunctions.
• Coordinate with production teams, shoutcasters, network admins, stage managers, and external vendors to deliver smooth shows.
• Ensure all event setups comply with safety standards, power management best practices, and ADA requirements.
• Create detailed diagrams and documentation of event network topologies, AV layouts, and hardware configurations for repeatable success.
• Assist with shipping, receiving, transport, and safe storage of gaming and production gear.

4. Equipment Maintenance & Inventory

• Maintain an organized inventory of PCs, consoles, monitors, peripherals, network gear, and AV equipment.
• Test, clean, and update hardware before and after events to ensure all equipment is event-ready.
• Perform firmware and driver updates as needed.
• Coordinate equipment repairs or warranty service with vendors and maintain accurate service records.

5. Cross-Functional Collaboration

• Work closely with IT Managers, Network Administrators, Production Managers, Tournament Organizers, and Marketing teams to align event needs with internal IT standards.
• Provide recommendations for improving technical workflows, security, and event delivery.
• Participate in post-event reviews to identify areas for improvement and implement lessons learned.

Qualifications

Education:

• Associate's degree or higher in Information Technology, Computer Networking, or a related technical field preferred; equivalent practical experience will be considered.

Experience:

• 2+ years of experience in an IT help desk, desktop support, or systems support role.
• 1+ years of experience supporting competitive gaming events, LAN centers, live streams, or gaming hardware setups is highly desirable.

Technical Skills:

• Strong troubleshooting skills with Windows, macOS, and peripheral devices.
• Hands-on experience with AD user management, group policies, and ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Familiarity with basic networking concepts: IP addressing, subnetting, VLANs, switches, APs, and basic firewall rules.
• Comfortable setting up and optimizing gaming PCs, peripherals (keyboards, mice, headsets), and capture devices.
• Working knowledge of streaming tools (OBS, vMix, XSplit) and AV hardware (video switchers, audio mixers).
• Bonus: experience with Dante, SDI/HDMI routing, or LED wall integration.

Certifications (Preferred):

• CompTIA A+ or Network+
• AVIXA CTS
• Dante Level 1 or 2
• Gaming hardware certifications (e.g., ASUS, NVIDIA) a plus.

Soft Skills:

• Clear, friendly, and effective communicator.
• Strong organizational and multitasking abilities.
• Calm under pressure and adaptable in high-energy live environments.
• Willingness to work evenings, weekends, and travel as needed for events.
• Ability to lift 50+ lbs and manage physically demanding setups when required.