Service Desk Tech II - VIP & Executive Support

Gavroche; Los Angeles (CA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Extraordinary People

Meaningful Mission

Development and Learning

Community & Belonging

Job summary

AXS, a subsidiary of AEG, is seeking a Temporary Service Desk Tech II to provide internal technical support, respond to service requests within SLAs, and assist end users—including executives and VIPs—across in-person, phone, chat, or email channels.

You will be the first escalation point for incidents, support onboarding and offboarding, manage endpoint deployments, draft SOPs, and aid Office 365 administration.

Qualifications

• AA/AS degree in a computer-related field.
• 2-4 years of IT support experience.
• Experience with Mac setup/troubleshooting.
• Experience drafting SOPs and knowledge base docs.
• Knowledge of Active Directory.
• Understanding of O365.
• Understanding of Networking concepts (TCP/IP, LAN/Wireless).
• Experience supporting Windows and macOS.
• Knowledge of identity and access management, device provisioning, and Office 365 administration.
• Strong familiarity with ITIL service management concepts and service desk operations.
• Proven ability to take ownership of complex issues and coordinate with cross-functional teams.
• Excellent interpersonal and communication skills, including executive communication.
• Demonstrated initiative and reliability in a fast-paced environment.
• Ability to work independently with flexibility.

Responsibilities

• Respond to IT service requests within defined SLAs across channels.
• First escalation point for complex incidents and requests, coordinating with teams/vendors.
• Provide high-level customer service to all end users, including executives.
• Support onboarding/offboarding, account provisioning and licensing tasks.
• Manage deployment and configuration of endpoint devices per procedures.
• Create and update SOPs and knowledge base articles.
• Promote ITIL service management principles.
• Provide Office 365 support and user education.
• Collaborate with cross-functional teams and vendors to resolve escalations.
• Participate in evaluating and implementing new technologies and IT processes.
• Support setup and maintenance of conference room technology.

Skills

IT support

Mac support

Documentation

Active Directory

Office 365

Networking (TCP/IP)

Windows

macOS

Identity management

ITIL

Problem solving

Communication

Independent worker

Flexible hours

Education

AA/AS degree in a computer-related field

Job description

AXS, a subsidiary of AEG, is seeking a Temporary Service Desk Tech II to provide internal technical support, respond to service requests within SLAs, and assist end users—including executives and VIPs—across in-person, phone, chat, or email channels.

You will be the first escalation point for incidents, support onboarding and offboarding, manage endpoint deployments, draft SOPs, and aid Office 365 administration.