Temporary Service Desk Tech II

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

The Role

Our Temporary Service Desk Tech II will be responsible for providing technical support to internal customers, responding to service desk requests within defined SLAs. This role 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?

• Responds 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.
• Serves as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as needed.
• Provides 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.
• Manages the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking.
• Creates, maintains, and updates standard operating procedures, service desk documentation, and internal knowledge base articles to support consistent and effective IT service delivery.
• Promotes adherence to ITIL service management principles and contributes to the adoption of industry best practices.
• Provides support for Office 365, including user account management, troubleshooting, and end-user education.
• Collaborates with cross-functional teams and external vendors to resolve escalated support cases and align technical solutions with business needs.
• Participates in the evaluation, testing, and implementation of new technologies, tools, and IT processes.
• Supports the setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations.

What Will You Bring?

• AA/AS degree in a computer-related field of study
• 2-4 years of experience in IT Support or related position
• Experience with Mac setup/troubleshooting.
• Experience drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials.
• Knowledge of Active Directory
• 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.
• 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.

At AXS, we are dedicated to building a diverse, inclusive and authentic workplace.

Pay Scale: $30.00 - $36.28/hr

Availability: From hire date through 1/1/2027

Bonus: This position is not eligible for a bonus under the current bonus plan requirements.

Benefits: Full Time Temp: You will be eligible for medical insurance benefits in accordance with the terms of the Company's benefit plan. Currently, full time employees are eligible for these benefits on the first day of employment.

*Employer does not offer work visa sponsorship for this position.

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.
• Development and Learning – Opportunities for learning and leveling up through training and education reimbursement.
• Community & Belonging–A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth. Access to meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.

More about AXS

AXS, a subsidiary of AEG, sells millions of tickets each year for 1600+ premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Headquartered in Downtown Los Angeles, California,AXS employs more than 900 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

AEG brings music, sports, and live entertainment together to create moments people feel, share, and remember around the world. Each year, more than 100 million fans experience over 13,000 live events across five continents, from iconic concerts and major festivals to championship-level sports and entertainment destinations.
Powered by a passion for live experiences and the people behind them, we connect artists, teams, fans, and communities through world-class venues, events, and partnerships that shape culture and bring people together.
Headquartered in Los Angeles, AEG is driven by creativity, innovation, and purpose. If you’re ready to do work that shows up in the real world and helps create moments that matter, there’s a place for you here. Because it happens here.

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.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis ofrace, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.