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Desktop Support Analyst

Build amazing experiences in Halo Infinite , connect players across platforms in Minecraft , unleash your creativity on original IP or think strategy with Magic: The Gathering Arena . SkyBox Labs is a game development studio that works on some of the world’s most iconic games. Our current projects include working as a co-developer on Halo Infinite , projects in the Minecraft Universe , supporting the development of Magic: The Gathering Arena , and original title, Stela . As one of Vancouver’s fastest-growing game studios, since our inception in 2011, SkyBox Labs has evolved from a group of 8 people developing independent projects to a team of over 180 engineers, artists, designers, producers, and more.

As a Desktop Support Analyst, you will be part of an inclusive and supportive team that resolves IT related issues across our growing gaming studio. As first point of contact, your role will be pivotal to the studio solving a diverse set of technical requests, with an immediate impact on both individuals and the studio as a whole. Positive individuals who enjoy a flexible and dynamic environment would enjoy this role best.

This opportunity is for a 6 month fixed term, with the possibility of extension.

Responsibilities

• Be the first point of contact to support and solve technical tier 1 and periodic tier 2 queries and issues across the studio, and escalate those issues when necessary
• Lead hardware setups: including PCs, laptops, dev kits, and peripheral equipment
• Use your positive demeanor, problem solving skills, and expert communication skills to relay information efficiently and effectively to individuals and the studio as a whole
• Track, maintain, and organize all IT resources across the studio, including assisting with procurement and equipment moves
• Support IT administrative tasks such as user management for our growing studio

Qualifications

• Degree, diploma and/or experience handling desktop support and tier 1 IT issues to troubleshoot end-user problems
• Knowledge and experience working with Google Suite, Google Admin, Active Directory, Windows 10, Windows Server 2016 OS, an IT Ticketing system, Powershell, and Office 365
• The ability to articulate ideas, communicate effectively with the end-user, and write concise and accurate documentation
• Experience with balancing competing priorities and handling working in a fast-paced, changing environment
• A positive, customer-service oriented philosophy

Nice-to-haves:

• Knowledge and experience working with video game hardware would be highly valued
• A valid BC Driver’s License and access to a vehicle for occasional hardware pick-ups would be preferred
• Experience with Fresh Service Ticketing system and MySQL would be nice to have, but is not mandatory

Our studio’s success can be attributed to our culture of empowerment, collaboration and personal growth. We employ a flat structure where all team members are heard, respected and trusted. We encourage knowledge sharing and personal growth through our many Lunch & Learns and frequent feedback. This culture is underscored by our strong commitment to work-life balance.

One major thing that we’re proud of is that we’ve been able to grow a 180+ person studio while cultivating an inclusive grassroots culture. We value our team members’ various backgrounds, hobbies, skills, and interests and this is demonstrated through our broad spectrum of social clubs: Join our soccer team, fitness group, potluck club, or one of our many D&D groups - you can even start your own!

SkyBox Labs is proud to be an equal opportunity workplace, dedicated to pursuing and hiring a diverse workforce.

Although we appreciate all interest, only those candidates selected for an interview will be contacted.