Service Desk Technician II

The Role Our new Service Desk Tech II will be responsible for providing technical support to internal customers, responding to service desk requests within defined SLA’s. The Service Desk Tech II 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? Respond 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. Serve as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as needed. Provide 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. Manage the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking. Create, maintain, and update standard operating procedures, service desk documentation, and internal knowledge base articles to support consistent and effective IT service delivery. Promote adherence to ITIL service management principles and contributes to the adoption of industry best practices. Provide support for Office 365, including user account management, troubleshooting, and end-user education. Collaborate with cross-functional teams and external vendors to resolve escalated support cases and align technical solutions with business needs. Participate in the evaluation, testing, and implementation of new technologies, tools, and IT processes. Support the setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations. What Will You Bring? 2-4 years of experience in IT Support or related position Knowledge of Active Directory Experience with Mac setup/troubleshooting. 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. Experience drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials. 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 Willingness and ability to participate in rotating on call schedule. AA/AS Degree (2-year) (BA/BS Degree Preferred) in a computer-related field of study Pay Rate $30.00 - 33.00 per hour Bonus This position is not eligible for a bonus under the current bonus plan requirements. Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. What’s in it for You? Work with a team of problem solvers - We find the opportunities to help customers and pride ourselves on making it a positive experience. Extraordinary People – we’re not kidding! Meaningful Mission - Helping revolutionize an industry and deliver better experiences for fans and clients around the world. Opportunities for learning and leveling up through training and education reimbursement. We are dedicated to 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. AEG’s policy is to hire the most qualified applicants. We are an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis of race, color, marital status, religion, age, sex, sexual orientation, national origin, or any other legally protected status recognized by federal, state or local law. #J-18808-Ljbffr Dormont Manufacturing Company