Temporary Service Desk Tech II

AEG Worldwide is hiring a Temporary Service Desk Tech II to support internal users in Los Angeles, CA. This onsite role focuses on responding to service desk requests within defined SLAs, resolving technical issues across multiple technology domains, and acting as a first escalation point for more complex incidents and requests.

Role overview

The Temporary Service Desk Tech II provides technical support to end users, including executives and VIPs, through in-person, phone, chat, or email support channels. The position also supports onboarding and offboarding activities, promotes ITIL-aligned service management practices, and contributes to continuous improvement in service desk operations.

Responsibilities

• Respond to corporate IT service requests within defined SLAs and provide timely, effective technical support to end users.
• Act as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors.
• Provide high-level customer service to end users with special attention to executive support needs.
• Support onboarding and offboarding, including IT orientation, account provisioning, group permission updates, license assignments, and ensuring smooth technology setup.
• Manage deployment and configuration of endpoint devices according to established procedures, and identify improvements to software deployment and asset tracking.
• Create, maintain, and update standard operating procedures, service desk documentation, and internal knowledge base articles.
• Promote adherence to ITIL service management principles and contribute to adoption of industry best practices.
• Provide Office 365 support, including user account management, troubleshooting, and end-user education.
• Collaborate with cross-functional teams and external vendors to resolve escalated cases and align technical solutions with business needs.
• Participate in evaluation, testing, and implementation of new technologies, tools, and IT processes.
• Support setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations.

Requirements

• AA/AS degree in a computer-related field of study
• 2-4 years of experience in IT Support or a related position
• Experience with Mac setup and troubleshooting
• Experience drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials
• Knowledge of Active Directory
• Understanding of Office 365
• Understanding of networking concepts including TCP/IP and LAN/Wireless
• Intermediate technical expertise supporting, maintaining, and troubleshooting a range of hardware, software, and endpoint systems across Windows and macOS
• 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 teams or vendors
• Excellent interpersonal and communication skills, including translating technical information for non-technical users and tailoring support for executives
• Demonstrated initiative, reliability, and problem-solving in a fast-paced, customer-focused environment
• Ability to work independently with minimal supervision while contributing to team goals
• Willingness to work flexible schedules, including extended hours or alternate shifts, based on business needs

Technologies

• Office 365
• Active Directory
• Mac, macOS, Windows
• TCP/IP, LAN/Wireless
• Audio/visual systems
• Video conferencing
• Presentations

Compensation and availability

• Location: Los Angeles, CA (onsite)
• Pay scale: $30.00 - $36.28/hr
• Availability: From hire date through 1/1/2027

Benefits

• Full Time Temp: eligible for medical insurance benefits in accordance with the terms of the Company’s benefit plan (currently, full time employees are eligible for these benefits on the first day of employment).
• Employer does not offer work visa sponsorship for this position.
• This position is not eligible for a bonus under the current bonus plan requirements.