Service Desk Technician I - Los Angeles Kings

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.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

JOB DESCRIPTION

The Customer Support Technician is a key contributor to delivering excellent customer service to the LA Kings’ and Ontario Reign users through a strong understanding of IT Service Management.

The Customer Support Technician will assist the LA Kings and Ontario Reign by working with the Director of Information Technology, IT’s Help Desk department and more to assist with a variety of technical support duties. The individual will support users experiencing issues with technology that integrates with business-critical applications and/or hardware.

ESSENTIAL FUNCTIONS

• Provides fundamental troubleshooting, technical support to LA Kings and Ontario Reign staff members. Including IT related issues and requests
• Serve as first point of contact support for end users for technical incidents and service requests (such as virus issues, hardware issues, Software issues etc.). Open Trouble Tickets through internal portal and assign tasks to appropriate Level 1, 2 and 3 support team
• Provide excellent customer service by ensuring end users receive relevant communications and receive regular status updates on their incidents and requests
• Follow up with support personnel to ensure that user requests by opening incidents and Request by performing initial detection, recording, classification, support, and escalation via AEG incident management solution
• Shadow corporate IT team members to gain understanding of Level 1, 2 and 3 support to provide the proper support to incoming inquiries
• Work with support team to manage desktop virus control and support business critical applications such as TAC Denver, JD Edwards, SAS, Microsoft Office, etc.
• Assist with organization of large desktop moves/deployments, application upgrades and new office/desk setups
• Execute other tasks or projects assigned, provide technical cross-training such as Windows 10, Microsoft Office, business applications, etc.
• Remain up to date with current technology and company trends
• Support handheld data devices such as iPhones, iPads

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The Customer Support Technician must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skill and abilities:

• Demonstrates passion and understanding of Information Technology
• Strong customer service skills with emphasis on service
• Ability to learn quickly and work in a fast-paced environment
• Must be able to work in a team environment and be open to constructive feedback
• Ability to work with employees at all levels
• Ability to follow a strict workflow process for QA and User Acceptance testing
• Ability to lift and carry computer equipment
• Ability to develop and maintain positive working relationships
• Requires personal transportation for job-related travel, as assigned
• Excellent interpersonal skills for interaction with internal and external staff

QUALIFICATION STANDARDS:

Education:

• High School Diploma or its equivalency (BA/BS Degree Preferred), degree in computer science or information technology preferred

Experience:

• A minimum of 1-2 years of related work experience
• Minimum of 1+ years of experience in technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 10 and MS Office Suite 2016/O365; focus on Outlook
• Must have knowledge and related experience with Help Desk / Service Desk best practices.

Pay Scale: $26.00 - $30.00

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 his/her normal description.

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