AXS · 3 months ago
Service Desk Technician II
Frisco, TX
Full-time
Onsite
Entry, Mid Level
$30/hr - $33/hr
2+ years expAXS connects fans with the artists and teams they love, selling millions of tickets to events worldwide. The Service Desk Technician II will provide technical support to internal customers, ensuring efficient resolution of issues while promoting ITIL service management best practices.
Media and Entertainment
Responsibilities
Respond to Corporate IT service requests within defined SLAs, delivering timely and effective technical support to end users—including executives and VIPs—via in-person, phone, chat, or email channels
Serve as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as needed
Provide high-level customer service to all end users, with special attention to executive support needs
Supports onboarding and offboarding activities, including IT orientation, account provisioning, group permission updates, license assignments, and ensuring a seamless technology setup for new hires and departing employees
Manage the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking
Create, maintain, and update standard operating procedures, service desk documentation, and internal knowledge base articles to support consistent and effective IT service delivery
Promote adherence to ITIL service management principles and contributes to the adoption of industry best practices
Provide support for Office 365, including user account management, troubleshooting, and end-user education
Collaborate with cross-functional teams and external vendors to resolve escalated support cases and align technical solutions with business needs
Participate in the evaluation, testing, and implementation of new technologies, tools, and IT processes
Support the setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations
Qualification
Required
2-4 years of experience in IT Support or related position
Knowledge of Active Directory
Experience with Mac setup/troubleshooting
Understanding of O365
Understanding of Networking Concepts (TCP/IP, LAN/Wireless)
Intermediate technical expertise in supporting, maintaining, and troubleshooting a wide range of hardware, software, and endpoint systems in both Windows and macOS environments
Knowledge of enterprise IT environments, including identity and access management, device provisioning, and Office 365 administration
Strong familiarity with ITIL service management concepts and service desk operations, including incident escalation and documentation practices
Proven ability to take ownership of complex issues, follow through on resolution, and coordinate with cross-functional teams or vendors as needed
Excellent interpersonal and communication skills, with the ability to translate technical information for non-technical users and tailor support to various audiences, including executives
Experience drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials
Demonstrated initiative, reliability, and problem-solving capabilities in a fast-paced, customer-focused environment
Ability to work independently with minimal supervision while also contributing to team goals and shared responsibilities
Willingness to work flexible schedules, including extended hours or alternate shifts, based on business needs
Willingness and ability to participate in rotating on call schedule
AA/AS Degree (2-year) (BA/BS Degree Preferred) in a computer-related field of study
Benefits
Medical
Dental and vision insurance
Paid holidays
Vacation and sick time
Company paid basic life insurance
Voluntary life insurance
Parental leave
401k Plan (with a current employer match of 3%)
Flexible spending and health savings account options
Wellness offerings
Opportunities for learning and leveling up through training and education reimbursement
Company
AXS
AXS is a company whose core values reflect a culture that celebrates individual differences and respect of one another.
201-500 employees
H1B Sponsorship
AXS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (10)
2023 (4)
2022 (7)
2021 (7)
2020 (14)
Funding
Current Stage
Growth StageTotal Funding
unknown2019-09-19Acquired
Leadership Team
Bryan Perez
CEO
Alex Hazboun
Chief Technology Officer
Recent News
Hypebot
2025-12-30
Sports Business Journal
2025-12-16
2025-12-16
Company data provided by crunchbase