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Senior Desktop Support- Gaming #892

Team: Shooter

Contract Length: 12 months; extension possible

Work Location: Work From Home but candidate must be local to the Greater Seattle Area

Work Hours: Fulltime

Keywords Studios is looking for an experienced and proven Senior Support Analyst to join our 24/7 IT Operations Team. A successful candidate will have a wide range of IT knowledge and team leadership experience. This senior-level position will be customer focused and motivated by team success, while providing world class support to a game studio.

You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix.

"Senior" Responsibilities

• Accepts responsibility for most any technical problems while also mentoring junior members, interns, and the Ops Team through investigation, resolution, teaching, and documenting.
• Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
• Act as an escalation point for technical and non-technical issues that are owned by the Ops Team, along with being able to contribute to ticket re-prioritization for all peers, as the Studio's needs change on a daily or weekly basis.
• Remove blockers for game development customers through immediate root cause fixes or workaround solutions until a fix can be applied.
• Help develop, implement and maintain policies, procedures and associated Studio/Lab documentation for the Ops Team, along with being a primary point-of-contact on all IT Ops related incidents or outages.
• Demonstrate and represent a high bar of service quality across the Ops Team with the projects/tasks you have been assigned, and assist management in onboarding new IT Ops team members.

Responsibilities:

• Desktop/server software/hardware set-up and troubleshooting.
• Rack-stack-cable-imaging and hardware/OS troubleshooting.
• End-user support for proprietary tools.
• MS Office Products, Teams, Bitlocker, Adobe, WiFi, OneNote, VPN, Drive Space, FileShare Permission, Outlook, Network, GPU issues, 2-Factor-Authentication, SharePoint, Remote Desktop, Active Directory, PC Hardware, OS upgrades, PowerShell, Batch Scripts, Software upgrades/patches, 4K TVs, SG/DG Administration, O365 troubleshooting, Outlook issues, etc.
• Works as a team member to assist with operations support.
• Provide project status on a regular basis to project manager or coordinator.
• Coordinate, prioritize, and report on lab requests both owned or delegated, while ensuring quality controls are consistently being implemented across the team.
• Tackle infrastructure projects ranging from performance and scalability improvements, all the way to network and security issues.
• Assists in the creation, documentation, and maintenance of hardware and software standards, including baseline images.
• Participate in ongoing process and documentation refinement in order to maintain operational effectiveness of both the Lab and Team.

Keywords provides a competitive compensation package, good benefits and a casual, fun, productive and supportive working environment. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility and learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians .

Requirements

• 3+ years of work-related experience.
• Able to work in a 24/7 environment and participate in a quarterly rotating shift schedule.
• Capable of working evening or weekend shift when rotating quarterly schedule requires you to do so.
• Strong understanding of Microsoft products.
• Knowledge and experience with core Microsoft infrastructure (Active Directory, Group Policy, Windows, IIS, DHCP, WDS, WSUS, Hyper-V, Azure, DFS).
• Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and TCP/IP.
• Outstanding communication and customer service skills.
• Flexible attitude with work assignments, changing schedules, and priorities.
• Strong problem-solving, analytical skills, critical thinking, deductive reasoning, and attention to detail.
• Must be an extremely efficient troubleshooter, able to learn new things quickly, and solve problems without assistance.
• Ability to work with little supervision and pro-actively propose IT Infrastructure improvements.
• Adheres to Company standards, methodology, confidentiality, and security requirements.
• Must have a high degree of initiative and sound judgment in relation to complex technical situations. Displays creative ability in formulating and developing solutions to problems and user requests.
• Understanding power, cooling, and network bandwidth as it relates to planning + executing multiple deployments.
• Consistently demonstrates a high level of integrity and professionalism, while also values teamwork, clear communication, and willingness to coach peers.
• Experience operating large, high-availability, secure, redundant server environments.
• Highly motivated and willing to work in a team environment.
• Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
• Willingness to learn new technologies quickly and have excellent technical research, troubleshooting, and analytical skills (finding and implementing solutions in an always changing environment plays a big role in this position).
• Able to lift 50lbs.

Preferred qualifications:

• Very strong understanding of both onsite + offsite desktop support
• Experience with core IT infrastructure
• Data Center or Enterprise Server experience
• Gaming PC Support
• XBOX Performance & Troubleshooting experience

Benefits

At KeyWords we provide all our contingent workforce with:

• Paid Time Off (including sick days and holidays)
• 401k (3% matching)
• Medical, Dental and Vision benefits