Helpdesk Technician
About The Position
SEGA of America is seeking a detail-oriented, technically skilled IT Helpdesk Technician to join its Technology Services team in a hybrid capacity based in Glendale, California. The role supports employees in a fast-paced video game publishing environment and extends beyond ticket-queue work to include access management, automation, security, A/V support, endpoint management, and AI tools. The position requires onsite support at least three days per week and two work-from-home days. The technician owns support requests from triage through resolution, provides a positive employee support experience, and communicates clearly with technical and non-technical users. Responsibilities include device deployments, onboarding activities, access management, and accurate asset tracking. The role also contributes to documentation, process improvements, operational efficiencies, automation, endpoint improvements, security projects, and other Technology Services priorities. In-office attendance is described as an essential function to support supervision, collaboration, information-sharing, and effective workflows.
Requirements
- Bachelor’s degree in Computer Information Systems or a related field.
- Typically 2 or more years of professional desktop, helpdesk, or systems support experience.
- Strong troubleshooting skills across Windows and Apple endpoints, Microsoft 365, endpoint management solutions, and business applications.
- Working knowledge of Wi-Fi, VPN, DNS, DHCP, and general connectivity troubleshooting.
- Experience prioritizing, documenting, escalating, and resolving support requests within established service expectations.
- Excellent communication and customer service skills, including the ability to clearly explain technical concepts to users at all levels.
- Ability to balance competing priorities, exercise sound judgment, and remain organized in a fast-paced environment.
- Proactive, detail-oriented, and committed to learning and continuous improvement.
- Comfortable using approved AI and automation tools responsibly for troubleshooting, research, documentation, and repetitive tasks.
- Ability to work in-office as an essential function of the position; onsite support is required at least three days per week.
Nice To Haves
- Achievement of industry-recognized certifications such as CompTIA A+, Microsoft 365 Modern Desktop Administrator, or similar.
- A functioning and active home lab or completion of other technology-related projects outside of work.
Responsibilities
- Provide professional, responsive, customer-focused support to employees, both onsite and remotely.
- Own support requests from initial triage through resolution, keep users informed, and escalate issues when appropriate.
- Troubleshoot computers, mobile devices, peripherals, software, printing, and other end-user technology issues.
- Diagnose and resolve common LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and endpoint connectivity issues.
- Partner with internal teams to support live streams, executive presentations, playtests, meetings, and other events.
- Set up, operate, and troubleshoot conference room and event A/V technology, including displays, audio systems, video conferencing equipment, and related peripherals.
- Provide onsite technical support during events as needed.
- Use device management platforms such as Microsoft Intune, Jamf, and Endpoint Central to configure, deploy, and maintain end-user equipment.
- Support onboarding, employee changes, and departures, including device preparation, account and access coordination, and equipment recovery.
- Support account provisioning, permissions management, security groups, MFA, and application access in accordance with security and least-privilege standards.
- Recognize security-sensitive requests or unusual activity and engage Technology Services or Cybersecurity resources when appropriate.
- Maintain accurate hardware and software inventory records and support device lifecycle management.
- Assist with procurement, order tracking, staging, and receipt of technology-related equipment.
- Create and maintain technical documentation, knowledge articles, support procedures, and end-user guidance.
- Contribute to hardware rollouts, operating system upgrades, software deployments, office changes, and other Technology Services projects.
- Identify recurring issues and recommend practical improvements to tools, workflows, documentation, automation, and support processes.
- Own assigned project tasks or workstreams, coordinate with relevant teams, and contribute to successful project completion.
- Pursue opportunities to expand technical skills, stay informed about emerging technologies, and adapt to evolving Technology Services needs.
- Perform other responsibilities as assigned or needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
