Service Desk Technician II - AEG

Company Information

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 Summary

The Service Desk Technician II is responsible for providing advanced troubleshooting and technical support to end users. This includes in-depth root-cause analysis, support, and escalation of issues via phone, email, and in person.

Essential Functions

• Provide advanced troubleshooting and technical support to end users, including Executives and VIPs.
• Serve as first escalation point support for end users for technical incidents and service requests. May escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Provides proper handling of new Incidents and Request by performing incident investigation, diagnosis, troubleshooting support and escalation via AEG’s Incident Management solution.
• Performs intermediate support of AEG’s Identity Management, specifically account provisioning, modifying group permissions, modifying user license assignment, password resets/lock out, enable/disable accounts and update to contact information.
• Provide excellent customer services by ensuring end users receive relevant communications and receive regular status updates on their incidents and requests.
• Provide end users with education of AEG’s IT services and training by understanding and aligning to their business requirements or connecting them with an appropriate matter expert.
• Assist with maintaining current and relevant Service Desk documentation, such as Process, Procedures and QA documentation.
• Handle the installation and configuration of end point devices as per provided procedural documentation.
• Participate with other tasks, assignments or projects as assigned by manager or team.
• May perform in-depth root-cause analysis for complex issues and provide effective solutions.
• May document and update SOPS, trainings, and knowledge base for internal teams and end users.

Required Qualifications

• BA/BS Degree (4-year) (Advanced Degree Preferred) Information Systems, Computer Sciences or related technical field
• 2-4 years Experience in technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 7/10 and MS Office Suite 2013/2016/O365; focus on Outlook.
• 2-4 years Experience managing Active Directory objects within Windows 2008/2012/2016 domain function level.
• 2-4 years Experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS.
• Experience supporting various mobile handheld devices such as Apple IOS and Android.
• Experience supporting Office 365 services
• Must have knowledge and related experience with Help Desk / Service Desk best practices.
• Strong understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
• Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies.
• Contains good organizational and project management skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project.
• Ability to learn quickly and work in a fast paced environment.
• Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy.
• 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.
• Ability to work different shifts and extended hours as needed.
• Ability to participate in rotating on call schedule.
• Ability to speak and write clearly and concisely.
• Ability to maintain relationships with clients.
• Requires personal transportation for job-related travel, as assigned.
• Foundational knowledge of the ITIL framework, and IT Service Management.
• A+ Certification, MCP (Windows) and or MCSE is preferred.
• CompTIA A+ Certification Preferred
• Microsoft Certified Systems Engineer (MCSE) Preferred

Payscale: $32.54 - $42.70

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.