IT Hardware Generalist
About The Position
Naughty Dog is seeking a Hardware Generalist to join our team in supporting our infrastructure and development team. This position will be the main point of contact for hardware support of our local and remote users. The ideal candidate will have previous experience in a help desk support role, exceptional customer service skills, and will be able to collaborate well in a team environment. The ideal candidate will also have a strong passion for customer service, problem-solving, and supporting cutting-edge hardware solutions. If you are interested in supporting and learning from some of the most talented people in the industry, taking on new challenges, and being an integral part of Naughty Dog’s growth and development, we would love to hear from you!
Requirements
- Must have 3+ years of working experience in providing help desk support in a studio or enterprise environment
- Expert knowledge of PC hardware architecture, workstation assembly, deployment, troubleshooting, and repair
- Expert troubleshooting of PC, server, and A/V hardware
- Strong client-facing and communication skills
- Strong understanding of the Microsoft Windows 11 operating system
- Ability to safely lift and move computer equipment and peripherals as required
- Experience with Jira Service Management, ServiceNow, Zendesk, or similar ticketing systems
- Proficiency in Microsoft Office 365
- Familiarity with TCP networking and other basic networking protocols
Nice To Haves
- Operating Systems: Linux, Mac OS, Windows Server 2022
- Languages: Python, SQL, PowerShell, Bash
- Familiarity with live streaming hardware and software
- Familiarity with Sony PlayStation 5 hardware, software interfaces and peripherals
- Passion for games
Responsibilities
- Serve as the main support contact for hardware issues within Naughty Dog
- Build, configure, maintain, and repair bespoke workstations
- Prioritize and manage multiple support requests while maintaining SLA expectations
- Perform remote and local troubleshooting through various diagnostic techniques
- Follow up with users and see problems through to resolution
- Properly escalate unresolved queries to the next level of support
- Install, modify, and repair computer hardware, software, and peripherals for users
- Track hardware assets from procurement through deployment, maintenance, and retirement
- Maintain accurate inventory records and hardware documentation
- Perform relocation of workstations, lab equipment, and servers throughout the studio
- Record, track, and document the help desk request problem-solving process from creation to resolution
- Provide white glove service to VIP executives and studio visitors
- Additional responsibilities may be assigned as needed
Benefits
- medical
- dental
- vision
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
