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IT Service Specialist - 2nd Shift

To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness. To be the lead technician for a customer grouping within the desktop support group and/or take on the lead of significant desktop related projects.

All support is provided in person and the Specialist must be comfortable communicating directly with all end users in a variety of business units such as Engineering, Marketing, HR, as well as Executive level users. This is not a phone support or help desk role.

Key Responsibilities

• Provide problem resolution, configuration, and installation of systems and peripherals, to include, but not limited to Desktop PCs, Laptops, and printers.
• Assist with Server Systems and Network Attached Storage service and troubleshooting under the guidance of the local Systems Engineer.
• Support problem resolution with local production applications related to Game Development activities.
• Install, support, and troubleshoot a variety of software packages, including, but not limited to Windows 7, 8.1, 10, Mac OSX, MS Office Suite, Internet Browsers, Outlook, Mcafee, and various financial database applications.
• Able to provide competent support to VIP level executives.
• Manage Operating system and software deployments with Microsoft System Center Configuration Manager (SCCM).
• Create/Modify application packages for local and global distribution.
• Procurement of hardware and software.
• Evaluate and recommend hardware and software solutions.
• Lead and participate in team projects that enhance the quality or efficiency of support.
• Lead and assist other desktop staff in support of a major or complex product.
• Act as liaison, working with software or hardware vendors to solve technical issues as needed.
• Provide documentation as needed for software and projects.
• Asset management using industry standard tools.
• Work with Game teams to help streamline their IT processes.
• Build and maintain proactive relationships with studio senior technical leads and IT team members.
• On-call support as required to complete projects and solve problems on a timely basis.
• Provide responsive service for end-user problems, inquiries, and requests. Must work within established timelines for problem resolution.

Technical Skills and experience

• 5-7 years of previous experience in a Senior Desktop support role with an ability to understand technical issues related to desktop support.
• Strong client OS background including Windows 7, Windows 8.1, Windows 10, and Mac OSX.
• Knowledge of enterprise desktop and user administrative tools including Active Directory, SCCM, and McAfee EPO.
• Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
• Must be a self-starter with the ability to work under strict time constraints. Good time management skills.
• Excellent oral and written communication skills.
• Excellent analytical and problem-solving skills.
• Must have strong customer service skills.
• Ability to work with and support a diverse range of users with computer literacy skills ranging from the novice to the expert.
• Must have strong documentation skills.
  
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