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Service Desk Technician II

AXSFrisco, TX
On-site Full-time

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Experience Level

Experience

Qualifications

We are looking for candidates with a strong background in IT support, proficient in troubleshooting various technical issues. Ideal candidates should possess excellent communication skills, a customer-first attitude, and the ability to work independently as well as part of a team.

About the job

AXS connects fans with the artists and teams they love. Each year, we facilitate the sale of millions of tickets to thousands of incredible events—from concerts and festivals to sports and theater—at some of the most iconic venues around the globe. Since our inception in 2011, we have relentlessly advanced the industry, enhancing experiences for fans and making it simpler than ever to discover events, secure excellent seats, and enjoy unforgettable live entertainment. We are committed to leading the evolution of our industry today.

We are fervent about enhancing the fan experience and delivering transformative solutions for our clients. We are on the lookout for intelligent, motivated individuals ready to contribute their enthusiasm and innovative ideas. Join us, and together we will keep the world cheering.

The Role

We are seeking a dedicated Service Desk Technician II to provide top-quality technical support to our internal customers. You will respond to service desk requests efficiently, adhering to defined SLAs. This role ensures effective resolution of issues across various technology domains, promoting continuous improvement while adhering to ITIL service management best practices.

What Will You Do?

  • Address Corporate IT service requests within defined SLAs, delivering prompt and effective technical support to end users—including executives and VIPs—via in-person, phone, chat, or email.
  • Act as the primary escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as necessary.
  • Deliver exceptional customer service to all end users, with a particular focus on executive support needs.
  • Assist with onboarding and offboarding processes, including IT orientation, account provisioning, group permission updates, license assignments, and ensuring a smooth technology setup for new hires and departing employees.
  • Oversee the deployment and configuration of endpoint devices according to established procedures, while identifying and implementing enhancements 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 contribute to the adoption of industry best practices.

About AXS

AXS is a leading ticketing platform that connects fans with their favorite artists and teams, selling millions of tickets annually for various events, including concerts, sports, and theater. Our commitment to enhancing the fan experience and pushing industry boundaries makes us a dynamic and innovative workplace.

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