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IT Support Specialist

We are actively looking for a proactive and experienced IT Support Specialist to join our global team at Xsolla. The selected candidate will be a core contributor to the successful utilization of technology at Xsolla. This individual will be responsible for supporting and maintaining items such as laptops, software applications, mobile devices (iPhones), printers, A/V equipment and cabling (including Google Meet Hardware), and other end user applications, services, and hardware. The chosen candidate will serve as the main point of contact for all IT support requests at our Sherman Oaks, CA headquarters as well as on a global team supporting all offices during local office hours.

Xsolla is a global e-commerce organization that services the gaming industry with a robust and powerful set of tools and services. As an innovative leader in game commerce, we continue to solve the inherent complexities of global distribution, marketing, and monetization so our partners can grow their audience, engagement, and revenue.

Sparked by our deep love for gaming’s union of technology and artistry, our product suite operates in more than 200 countries and territories, 20+ languages, and 130 currencies. What hasn’t changed since our launch in 2005 is our conviction that everyone deserves an equal opportunity to play.

If you are passionate about technology and providing excellent technical support, and you're looking for an exciting opportunity to work with an innovative fintech in the video game industry, we want to hear from you. Apply now to join our team as our IT Support Specialist and help us continue to provide outstanding technical support to our employees.

RESPONSIBILITIES

• Cover all new-hire IT onboarding including but not limited to initial learning and set up, password distribution, etc.
• Responsible for setup and overseeing maintenance of all printer/scanner machines and other office equipment
• Administration of internal and external company services (Google ecosystem, Atlassian ecosystem, LDAP, VPN, SIP-- musts)
• Technical support of internal events (Meet-up, conferences)
• Assist with employee desk moves, re-deploying existing equipment in new locations
• Act as point of contact for vendor management (ex. Apple, Dell, Asus, Logitech)
• Work collaboratively across IT and serve as an ambassador for the IT team among our internal stakeholders at HQ
• Provide the very best customer service experience for all employees when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
• Provide a mix of on-site and remote support, including after-hours support
• Make updates to LDAP accounts, email accounts, and SIP telephony
• Handle all procurement of hardware, software, cords, plugs, chargers, etc. and maintain asset inventory system, ensuring all hardware/software allocations are logged
• Ensure that all equipment is up to date and in good working order
• Create and update IT documentation to reflect changes you have made
• Keep IT inventory storage area clean, organized, and well stocked
• Process electronic recycling

REQUIREMENTS

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
• 3-5+ years' experience in IT support, with experience in hardware and software troubleshooting, installation, and maintenance
• Experience setting up for meetings and troubleshooting AV/Conference room issues as well as office network related issues
• Must have proficiency in Atlassian, Google Workspace and Apple products as well as other common software applications
• Experience with network administration, CCTV, security systems, and backup and recovery methods
• Excellent interpersonal skills with a customer service mindset while providing next-level support across the teams at HQ
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
• Utmost confidentiality when accessing Emails, documents, hardware, etc.
• Eager to learn new skills and researching ways to work efficiently
• Practical problem solving and organizational skills in a fast-paced environment
• Ability to cover U.S. east and west coast business hours (9am - 6pm PDT),as well as be on call within reason for those working onsite and remote
• Must be able to lift 50 lbs

A plus if:

• Previous work experience at a fast-paced organization with an entrepreneurial mindset

At Xsolla, we are passionate about providing a conducive environment for our team to thrive personally and professionally. Our comprehensive Benefits Program caters to the physical, mental, and emotional well-being of our full-time employees and their families. This includes 100% company-paid medical, dental, and vision plans, disability and life insurance, chiropractic coverage, flexible spending accounts, and a fully vested 401(k) retirement plan with a 4% company match from the start date.

Understanding the detrimental effects of burnout, we offer unlimited Flexible Time Off and 14 paid holidays each year. Personal and professional development is a cornerstone of our ethos at Xsolla. Each employee has a personalized career roadmap, developed in partnership with their manager, aligning individual and company goals. We support this growth through in-house training, independent study, conference attendance, and higher education opportunities.

Xsolla is a global leader in video game commerce, established in 2005. Our mission is to simplify the complexities of global distribution, marketing, and monetization in the gaming industry. Headquartered in Los Angeles, California, with offices worldwide, we support major gaming titles and partners. Our deep commitment to gaming's blend of technology and artistry drives our continuous innovation and dedication to our partners' success.