Service Desk Technician

Service Desk Technician

Chicago, IL

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!

Job Description:

The Service Desk Technician provides day-to-day technical support and helps manage the organization's IT systems. This role works across both Mac and Windows environments and supports users, maintains systems, and assists with IT operations across all departments.

Primary Job Responsibilities

• Provide first-level technical support for laptops, applications, and basic network issues across Mac and Windows environments
• Track, update, and resolve support requests using the ServiceNow ticketing system
• Document troubleshooting steps, resolutions, procedures, and user guides in Confluence
• Deploy and configure laptops and peripherals for new hires (Mac and Windows)
• Support onboarding and offboarding processes, including account setup and deactivation (Microsoft Azure Active Directory)
• Assist with managing user accounts and licenses in Microsoft 365
• Maintain and organize IT inventory, including tracking and auditing equipment
• Support basic administration of servers, file storage systems, and cloud platforms
• Assist with mobile device management (JAMF MDM) tasks, including device enrollment and basic troubleshooting
• Provide support for office technology such as printers, phones, and conference room equipment (Konica Minolta, 3CX environment)
• Assist with IT projects, including equipment procurement, deployments, office setups, and system upgrades

Requirements

• High School Diploma or equivalent required (BA/BS degree preferred)
• 1–2 years of related work experience
• Basic familiarity with Microsoft Azure Active Directory (Entra ID) or user account management concepts
• Basic understanding of networking concepts (IP addressing, DNS, Wi-Fi troubleshooting)
• Experience troubleshooting hardware and software issues on macOS, Windows, and iPhone (primarily macOS)
• Excellent verbal and written communication skills
• Strong interpersonal skills with the ability to interact effectively with internal and external staff and build relationships
• Ability to follow structured workflows for QA and User Acceptance Testing
• Knowledge of servers and system troubleshooting
• Knowledge of the music industry preferred

Travel

• None

Payscale: $19.23–$21.63

This position is eligible for a bonus under the current bonus plan requirements.

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.

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.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

Employer does not offer work visa sponsorship for this position.