IT Hardware Generalist

Naughty Dog•Santa Monica, CA

3d•Onsite

About The Position

This position is for a temporary engagement through our staffing partner Yoh Enterprise Solutions. Candidates must be authorized to work in the United States for this position. This will be an on-site position, requiring you to be onsite five days per week. For nearly 40 years, Naughty Dog has been crafting best-selling, critically acclaimed games that constantly push the boundaries of narrative, gameplay, and technology. Naughty Dog recently released The Last of Us Part II Remastered as well as a current generation remake of The Last of Us Part I for the PS5 . We're also proud to say that The Last of Us Part I is now available for the first time on PC. Currently, we’re busy at the kennel working on a brand-new single player game that we're excited about and we'd love to find talented individuals to join us. Naughty Dog games have long been lauded for their evocative, character-driven stories and attention to detail. We are committed to innovation within our games and as such have curated some of the top creative and technically innovative minds in the industry. We welcome diverse candidates and believe that a broad range of cultural and life experiences contribute to the overall well-being and success of the studio and the titles we craft together. 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