Service Desk Tech II

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

The Role

Our new Service Desk Tech II will be responsible for providing technical support to internal customers, responding to service desk requests within defined SLA's. The Service Desk Tech II ensures efficient and effective resolution of issues across various technology domains, while promoting continuous improvement and adherence to ITIL service management best practices.

What Will You Do?

• 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.

What Will You Bring?

• 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/Wireless0
• 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

Pay Scale: $26.03 - $34.16

Bonus: This position is ineligible for a bonus under the current bonus plan requirements.

Benefits: Full-time:We offer a comprehensive benefits package that includes: 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, and wellness offerings.

What's in it for You?

• Extraordinary People - we're not kidding!
• Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
• Opportunities for learning and leveling up through training and education reimbursement.

More about AXS

AXS, a subsidiary ofAEG, sells millions of tickets each year for over 500 premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Clients include First Avenue, USGA, Red Rocks Amphitheatre, Crypto.com Arena, Coachella, Stagecoach, The O2, and B.League (Japan).

Headquartered in Downtown Los Angeles, California,AXS employs more than 500 professionals in multiple locations worldwide. In each location you'll find a team of dedicated, diverse employees (we've dubbed ourselves "Fanatix") who create groundbreaking products and services in a fun, fast-paced environment.

To learn more about our culture and values, visit:https://solutions.axs.com/careers/

More about AEG

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

We are dedicated to a diverse, inclusive and authentic workplace, so if you're excited about this role but can't "check every box"in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

We're an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.

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