Dignity Health Sports Park, Service Desk Tech II

AEG Worldwide•Carson, CA

16h•Onsite

About The Position

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.

Requirements

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 spectrums, channels, and troubleshooting.
Willingness to work different shifts and extended hours as needed to support event schedules. Including holidays, weekends, and evenings.
Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies.
Familiarity with ITIL service management concepts and service desk operations, including incident escalation and documentation practices.
Ability to lift, push, pull, and carry computer equipment.

Nice To Haves

CompTIA A+ Certification preferred
ITIL Foundations v3 preferred

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.
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.