Service Desk Technician I - AEG

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!

Position Summary:

The Service Desk team are key contributors to delivering excellent customer service to AEG's users by having a strong understanding of IT Service Management and ITIL. The Service Desk Technician I is responsible for providing initial triage and Tier 1 support for technical incidents and service requests for AEG's enterprise services. Provides root-cause analysis, troubleshooting, support and escalation via phone and email to end users.

Essential Functions

• Provides basic troubleshooting and technical support through root-cause analysis, troubleshooting, incident management, support and escalation via phone, email and in person to end users.
• Provides proper handling of new Incidents and Request by performing initial detection, recording, classification, support and escalation via AEG’s Incident Management solution
• Performs fundamental support of AEG’s Identity Management, specifically account verification, 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 basic overview of AEG’s IT services by providing them with relevant documentation, training materials and/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.

 Required Qualifications

• 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.
• Experience managing Active Directory objects within Windows 2008/2012/2016 domain function level.
• Experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS.
• Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies
• 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.
• Understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
• 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.
• 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

Payscale: $25.03 - $29.25

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.