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Service Desk Technician II

1 month ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Active Directory macOS TCP/IP
Apply Now
AXS

AXS

AXS is a leading entertainment ticketing company that connects fans with their favorite artists and teams. They sell millions of tickets to a wide range of events, from concerts to sports, at iconic venues worldwide. With a focus on improving the fan e...

Media
51-250
Founded 2010
View All Jobs 11

Description

  • Respond to corporate IT service requests within defined SLAs via in-person, phone, chat, and email support.
  • Serve as the first escalation point for complex technical incidents and service requests.
  • Resolve technical issues independently or coordinate with internal teams and vendors for escalated cases.
  • Provide high-level support to executives, VIPs, and other end users.
  • Support onboarding and offboarding activities, including account provisioning, permissions, licenses, and IT orientation.
  • Deploy and configure endpoint devices and help improve software deployment and asset tracking processes.
  • Create and maintain SOPs, service desk documentation, and knowledge base articles.
  • Support Office 365 user account management, troubleshooting, and end-user education.
  • Collaborate with cross-functional teams and external vendors to align technical solutions with business needs.
  • Evaluate, test, and implement new technologies, tools, and IT processes.
  • Support conference room technology, including audio/visual systems, video conferencing, and presentations.

Requirements

  • 2-4 years of experience in IT support or a related position.
  • Knowledge of Active Directory.
  • Experience with Mac setup and troubleshooting.
  • Understanding of Office 365 / O365.
  • Understanding of networking concepts such as TCP/IP, LAN, and wireless.
  • Intermediate technical expertise supporting hardware, software, and endpoint systems in 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.
  • Proven ability to own complex issues and coordinate resolution with teams or vendors.
  • Excellent interpersonal and communication skills, including the ability to explain technical information to non-technical users and executives.
  • Experience drafting and maintaining SOPs, knowledge base articles, and onboarding materials.
  • Ability to work independently with minimal supervision while contributing to team goals.
  • Willingness to work flexible schedules, including extended hours or alternate shifts.
  • Willingness and ability to participate in a rotating on-call schedule.
  • AA/AS degree in a computer-related field required; BA/BS preferred.
  • Work visa sponsorship is not offered for this position.

Benefits

  • Pay rate of $30.00 to $33.00 per hour.
  • Medical, dental, and vision insurance.
  • Paid holidays, vacation time, and sick time.
  • Company-paid basic life insurance, plus voluntary life insurance.
  • Parental leave.
  • 401(k) plan with a 3% current employer match.
  • Flexible spending and health savings account options.
  • Wellness offerings.
  • Training and education reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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