Service Desk Technician II

TL;DR

Service Desk Technician II (IT Support): Providing tier-2 technical support to internal users across hardware, software, Office 365, and endpoints with an accent on SLA adherence, executive/VIP service, and ITIL best practices. Focus on resolving complex incidents, managing onboarding/offboarding, deploying devices, and improving documentation/processes.

Location: Frisco, TX (onsite)

Pay Rate: $30.00 - 33.00 per hour

Company

hirify.global connects fans with artists and teams by selling millions of tickets to events at iconic venues worldwide.

What you will do

• Respond to IT service requests within SLAs via in-person, phone, chat, or email, prioritizing executives and VIPs.
• Escalate and resolve complex incidents independently or with teams/vendors.
• Handle onboarding/offboarding, account provisioning, and endpoint deployment/configuration.
• Maintain SOPs, knowledge base, and documentation; promote ITIL practices.
• Support Office 365, conference room AV/video systems, and new technology evaluations.
• Collaborate cross-functionally for escalated cases and business-aligned solutions.

Requirements

• Located in Frisco, TX; no work visa sponsorship
• 2-4 years IT support experience
• Knowledge of Active Directory, Office 365, networking (TCP/IP, LAN/Wireless)
• Intermediate expertise in Windows/macOS hardware/software troubleshooting and endpoints
• ITIL familiarity, documentation skills, strong communication for non-technical users
• Willingness for flexible schedules, extended hours, rotating on-call
• AA/AS degree in computer field (BA/BS preferred)

Culture & Benefits

• Comprehensive full-time benefits: medical/dental/vision insurance, 401k with 3% match, HSA/FSA, paid holidays/vacation/sick time, life insurance, parental leave.
• Work with problem-solving team in fast-paced entertainment/tech environment.
• Learning opportunities via training and education reimbursement.
• Focus on innovation, fan experiences, and inclusive culture.