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Help Desk Administrator

• We are a team of support administrators that take fun to another level, are infectiously positive, and truly care about one another.
• Everyone has something to bring to the table, and we believe in working together with our peers and teams to leverage the best of one another in everything we do.

• Review, triage, respond, and support requests through an internal Help Desk ticketing system.
• Install, modify, or repair computer hardware or software.
• Communicate Help Desk Ticket status to requestors and stakeholders, including providing follow-ups and conducting further investigations as needed.
• Collaborate with other members of the IT Department on Help Desk Tickets, projects, and initiatives, and contribute to the team’s overall success.
• Participate in employee onboarding activities, such as assembly, configuration, and deployment of new workstations, setting up user accounts, and helping on a new hire’s first day.
• Troubleshoot, isolate, and resolve technical issues involving software, hardware, networking, and other related items.
• Support regular maintenance activities, including limited after-hours work.
• Work on projects and tasks from the IT Department’s backlog.
• Contribute to and maintain IT and company documentation, such as Knowledge Base Articles, Confluence pages, and SharePoint sites.
• Occasionally assemble, relocate, or remove hardware and furniture (such as racks of equipment), which may involve physical labor.
• Shipping and Receiving Assets and tracking them in ITAM.

• Associate's degree and/or equivalent combination of education, training, and experience.
• At least 2+ years of related IT experience in help desk support role.
• Ability to troubleshoot technical issues, isolate problems, determine solutions, and deploy fixes.
• Proficiency in Windows 10/11 and Windows Server environments.
• Experience with Active Directory, including user and group management, Group policy, and domain services.
• Knowledge of security best practices for Windows environments, including endpoint protection, firewalls and encryption.
• Familiarity with computer and server hardware, including the ability to plan and assemble desktop workstations and install server racks with minimal guidance.
• Understanding of networking technologies and related hardware.
• Ability to lift forty pounds.
• Excellent customer service skills, verbal, and written communication skills.
• Ability to identify deficient or ineffective processes, propose solutions, and implement them.
  
• Experience with IT Assets and maintaining hardware and software inventory.

PREFERRED SKILLS:

• Supporting Atlassian products, such as Jira and Confluence.
• Familiarity with PowerShell.
• Experience working with Linux.
• Previous help desk support experience in a gaming studio.
• Familiarity with software deployment tools such as SCCM (System Center Configuration Manager) or Intune.
• Familiarity with ITIL (Information Technology Infrastructure Library) practices and incident management processes.

ProbablyMonsters is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Benefits:

• We provide a rich benefits package:
  • Medical Coverage - health, dental, and vision paid at 100% for the employee and dependents are subsidized by the Company.
  • Healthcare spending accounts, dependent care spending accounts, life and AD&D insurance.
    401(k) with an annual contribution by the Company.
  • Paid holidays and vacation, bereavement leaves, and parental leave.

Eligibility to participate in these benefits may vary for part-time and temporary full-time employees and interns with the Company.

• This is a full-time, benefits-eligible, non-exempt (salary) position.
• The full salary range for this position is $77,000 - $108,000 per year. The upper third of the range is typically reserved for existing employees who demonstrate strong performance over time. When an offer is made, many factors are considered, such as your unique experience and skills, where you live, where the work will be performed, what similar jobs pay and internal equity.
• In addition to base pay, employees in this role may be eligible for additional incentives, such as short- and long-term incentives. Incentive compensation is not guaranteed.