Desktop Support Technician (Information Technology)
The Desktop Support Technician is a mission critical support position that directly influences desktop infrastructure and specializes in PC setup and troubleshooting at Sledgehammer Games. While working at SHG, you will work within our small but nimble team of 3 (soon to be 4), while being a mission critical component that will service all of our development, C-level, administrative, and operational staff. Not only will you be one of our top technicians, but you will be the primary backup, and support tech for when our senior techs are away, sick or out playing video games at home on their free time. In this new position, you will be heavily relied upon as this isn't a sit at your desk type of role. While with us, you will be quite customer facing and you will be working 1:1 with all our staff. That means, you will not only be facing hardware issues, but will need to have the ability to multi-task at a whole new level. You will not only manage tickets, but expected to help us exceed client expectations, map and deliver critical timelines, help set standards, and manage assets. Our teams and game state changes rapidly, so you must have an innate sense of urgency and prioritization to be successful.
If you think the above is you, and you are ready to accept this challenge: Please read on and apply!
Your orders and directives:
Backup support role to the rest of the IT team including, but not limited to, IT hardware/software issues, AV conference room/meeting requests/Outlook calendars/Skype for Business, WebEx, Spark, conference rooms and, new user setup.
Responsible for working and tracking cases from beginning through resolution
Perform installations, adds, moves, and changes for PCs, monitors, printers and related peripherals
Perform archive restores, manage user and computer accounts in AD, patch management, manage VPN accounts, Aspera requests, password resets, Alloy Software Asset Management, and all other duties as assigned
Perform software and hardware configuration across diverse platforms
Setup and support mobile devices including both Android and iPhone
Support on-site and remote users around the world
Willing to take the ball and run at light-speed to achieve excellent customer satisfaction
Process New Hire requests by creating AD user accounts, email, and other necessary accounts
Partner with IT management and security team to ensure that all systems adhere to security policies and any compliance requirements
Continually researches and keeps abreast of new computer infrastructure, computer system operating environments and new software applications
Be aware of current processes and provide process improvement recommendations
Create SOPs / “how to” documentations for local knowledge base
Participate in 24/7 IT coverage for the critical business environment and applications as needed
The metals and honors you must have earned:
Has supported a project based environment with previous experience as a Desktop Technician
Experienced in support & troubleshooting Windows & Mac OS
Platforms including mobile devices running Apple iOS & Android OS
Working knowledge of Active Directory, Microsoft Exchange, Outlook Web Access and Office 365
Experience with client-side troubleshooting of network services (i.e. DNS, DHCP, and certificate-based authentication)
Solid or Intimate understanding of desktop infrastructure architecture
Ability to produce and roll out processes and tools to improve support effectiveness
Ability to assess resource requirements to support an implementation
Ability to run projects and combine efforts with other teams
What you should know to get double XP!
Bachelor's degree in Computer Science or similar education
Preferred minimum 2 years work experience in Media/Entertainment industry
Love video games, board games, card games, mobile games…. did we mention like games!