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AEG · 1 day ago

Service Desk Technician II- AXS

Dallas, TX

Full-time

Onsite

Entry, Mid Level

$30/hr - $33/hr

2+ years exp

AXS, a subsidiary of AEG, connects fans with the artists and teams they love by selling millions of tickets each year. The Service Desk Technician II will be responsible for providing technical support to internal customers, ensuring efficient resolution of issues across various technology domains while adhering to ITIL service management best practices.

Card and Board GamesLeisureSports

No H1B

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

IT Support experienceActive DirectoryOffice 365ITIL service managementMac setup/troubleshootingNetworking ConceptsWindowsMacOS supportDocumentation skillsInterpersonal skillsProblem-solving skills

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)