IT Support Engineer

Worldscape Technology Inc.•Redmond, WA

4d•Onsite

About The Position

Worldscape is seeking a skilled IT Support Engineer to join our innovative team. This role focuses on providing frontline technical support for desktops, laptops, mobile devices, networking, and studio production hardware. You will be responsible for installing, configuring, troubleshooting, and maintaining operating systems, applications, and workstation environments. The position involves managing user accounts, permissions, and access control, as well as supporting audio/visual setups and remote collaboration tools. You will monitor and respond to help desk tickets, maintain asset inventory, and collaborate with Security and Infrastructure teams to uphold compliance and system hardening standards. Diagnosing and resolving networking issues, documenting procedures, and assisting with onboarding/offboarding processes are key aspects of this role. Additionally, you will identify recurring issues and propose improvements to enhance operational efficiency and support studio-specific systems as needed.

Requirements

2–4+ years of experience in IT support, service desk operations, or systems administration.
Strong knowledge of Windows and Linux environments, including configuration, troubleshooting, and management.
Experience supporting enterprise productivity tools (e.g., Microsoft 365, Teams, SharePoint).
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Familiarity with identity and access management systems (e.g., Azure AD, Active Directory).
Experience in maintaining and establishing NIST, DFARS and CMMC compliance standards.
Hands-on experience configuring and supporting hardware such as desktops, laptops, peripherals, and A/V equipment.
Strong customer service skills with the ability to explain technical concepts clearly.
Ability to prioritize and manage multiple support requests in a fast-paced environment.
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).

Nice To Haves

Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
Experience with cloud platforms (Azure, AWS, or GCP).
Knowledge of scripting or automation tools (e.g., PowerShell, Python).
Experience supporting creative or technical teams such as game development, VFX, or engineering.
Familiarity with source control systems (e.g., Perforce, Git) or build pipelines.
Experience with endpoint management tools (e.g., Intune, JAMF, SCCM).
Understanding of IT security best practices, device hardening, and compliance standards.
Ability to contribute to long-term IT infrastructure planning and process improvements.

Responsibilities

Provide frontline technical support for desktops, laptops, mobile devices, networking, and studio production hardware.
Install, configure, troubleshoot, and maintain operating systems, applications, and workstation environments.
Manage user accounts, permissions, and access control across systems and tools.
Support audio/visual setups, meeting room technology, and remote collaboration tools.
Monitor and respond to help desk tickets, prioritizing issues to minimize downtime.
Maintain and improve asset inventory, hardware lifecycle processes, and equipment provisioning.
Collaborate with Security and Infrastructure teams to uphold compliance, patching, and system hardening standards.
Diagnose and resolve networking issues related to LAN/WAN, Wi-Fi, VPN, and virtualized environments.
Document and maintain procedures, troubleshooting guides, system configurations, and support standards.
Assist the FSO with onboarding and offboarding processes, ensuring smooth setup and decommissioning of accounts and devices.
Identify recurring issues and propose improvements to reduce support load and increase operational efficiency.
Support studio-specific systems as needed (e.g., build servers, source control, collaboration tools, or cloud services).