Dignity Health Sports Park, Service Desk Tech II

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 advanced troubleshooting and technical support to end users. This includes in-depth root-cause analysis, support, and escalation of issues via phone, email, and in person. The role requires a customer-focused individual with the ability to solve complex technical problems and communicate solutions effectively.

Key Responsibilities:

• Provide advanced troubleshooting and technical support to end users, including Executives and VIPs.
• Perform in-depth root-cause analysis for complex issues and provide effective solutions.
• Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Document technical knowledge in the form of notes and manuals.
• Maintain relationships with clients.

Essential Functions:

• Provides advanced troubleshooting and technical support through root-cause analysis, troubleshooting, support and escalation via phone, email and in person to users.  
• Assist with drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials.
• Deliver technology services for events held at the facility in addition to on-site event support (I.E. Troubleshooting of Ticket Scanning, point of sale and WiFi issues). 
• Provides high-level customer service to all end users, with special attention to executive support needs.
• Work with AEG Global Technology to ensure policies and procedures are being followed in addition to best practices.
• Manages the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking.
• Ensure that the asset log is kept up to date for Life Cycle Management and budgeting purposes.
• Troubleshoot and remediate LAN and Wi-Fi issues with the assistance of the Global Technology Network Team.
• Collaborate with the Information Security team in regard to data integrity and system best practices and to help identify and remediate cyber security risks.
• Provides support for Office 365, including user account management, troubleshooting, and end-user education.
• Supports the setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations.

Required Qualifications:

• AA/AS Degree (2-year) (BA/BS Degree Preferred): Information Systems, Computer Sciences or related technical field
• 2-4 years
• 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.
• Knowledge of Wi-Fi