Temporary Service Desk Tech II - AXS

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

Benefits offered by this job

Full Time Temp: You will be eligible

Benefits

Job summary

AXS is seeking a temporary Service Desk Tech II to provide internal support, respond to service desk requests within SLAs, and resolve issues across IT domains. The role emphasizes executive support and seamless onboarding/offboarding for new hires.

You will deploy and configure endpoint devices, maintain documentation, and collaborate with cross-functional teams and vendors. A strong ITIL background and superior communication are essential.

Qualifications

• AA/AS degree in a computer-related field
• 2-4 years of IT Support or related experience
• Experience with Mac setup and troubleshooting
• Experience drafting and maintaining SOPs and knowledge base articles
• Knowledge of Active Directory and O365
• Basic networking concepts (TCP/IP, LAN/Wireless)
• Experience supporting Windows and macOS environments
• Familiarity with ITIL service management and incident escalation

Responsibilities

• Responds to IT service requests within defined SLAs via in-person, phone, chat, or email
• Acts as first escalation point for complex incidents and coordinates with internal teams/vendors
• Provides high-level customer service, including executive support
• Supports onboarding/offboarding and account provisioning
• Manages device deployment and asset tracking
• Creates and maintains SOPs, knowledge base articles and docs
• Collaborates with vendors to resolve escalated cases
• Supports setup/maintenance of conference room tech (AV, video conferncing)
• Participates in evaluating new technologies and IT processes

Skills

Active Directory

Office 365

Mac support

Windows & macOS

ITIL

Documentation

Executive support

Customer service

Education

AA/AS degree

Job description

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

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, so if you're excited about this role but can't "check every box " in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

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 me