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 Technician II is responsible for providing initial triage and Tier 1 support for technical incidents and service requests for DHSP's technology services. Provides root-cause analysis, troubleshooting, support and escalation via in-person, phone and email to end users.

Essential Functions:

• Provides intermediate troubleshooting and technical support through root-cause analysis, troubleshooting, support and escalation via phone, email and in person to end users.
• Assist with maintaining current and relevant documentation, such as process, procedures and QA documentation.
• Deliver technology services for events held at the venue in addition to onsite support (I.E. Troubleshooting of Ticket Scanning, POS, and WiFi Issues).
• Provide excellent customer services by ensuring end users receive relevant communications and receive regular status updates on their incidents and requests.
• Work directly with the AEG Digital Services corporate group to ensure policies and procedures are being followed in addition to best practices.
• Deploy new equipment to end users or venue groups as part of projects or lifecycle management
• Keep inventory of technologies systems for Life Cycle Management and budgeting purposes.
• Troubleshoot and remediate LAN and WAN issues with the assistance of the AEG Network Team.
• Work with the AEG Digital Services InfoSec team to help identify cyber security risks and remediation measures.

Required Qualifications:

• AA/AS Degree (2-year) (BA/BS Degree Preferred) Information Systems, Computer Sciences or related technical field
• 2-4 years 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.
• 2-4 years Experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS.
• 2-4 years Experience in network and telecom operations support to include MACs, structured cabling, and patching.
• Experience in Customer Support Management, or Technology Management
• Experience in IT Service Management and ServiceNow ( or similar system).
• Experience in Asset Management
• Experience with HP desktops, laptops, and servers
• Experience with Microsoft Surface devices and accessories
• Experience supporting various mobile handheld devices such as Apple IOS and Android.
• Experience supporting Office 365 services
• Strong knowledge of various mobile handheld device operations systems such as IOS and Android devices.
• Self-Motivated and able to work independently.
• Superior interpersonal skills, verbal and written communication skills.
• Excellent organizational skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project.
• Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy.
• Maintain current knowledge of industry trends and potential impact on the IT business.
• Strong understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
• Knowledge of Wi-Fi spectrums, channels, and troubleshooting.
• Willingness to work different shifts and extended hours as needed to support event schedules. Including holidays, weekends, and evenings.
• Must have knowledge and related experience with Help Desk / Service Desk best practices.
• Strong understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
• Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies
• Foundational knowledge of the ITIL framework, and IT Service Management.
• Ability to speak and write clearly and concisely.
• Ability to lift, push, pull, and carry computer equipment.

Pay Scale: $32.54 - 42.70

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 his/her normal description.