IT Support Specialist

PlayStation Global•Los Angeles, CA

1d•$86,000 - $129,000•Onsite

About The Position

Sony Interactive Entertainment (SIE) is seeking a Studio IT Support Specialist who possesses a mix of skills and experience often found in desktop support, helpdesk support, and limited system administration roles. This role is not a typical desktop support position; it requires a candidate versed in a wide range of client technologies, responsible for implementation, maintenance, and performance-tuning of client technology. The specialist will also act as a champion for strong working relationships with internal business teams, focusing on customer service, building trust, setting expectations, and achieving mastery in customer service. The position demands the ability to think strategically in a fast-paced environment, troubleshoot accurately while navigating interdependent system relationships, and drive multiple projects to completion under shifting deadlines. This is primarily an in-person role, reporting daily to offices located in Playa Vista, California.

Requirements

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
Strong in client hardware and software.
Strong email/messaging troubleshooting experience.
Mid to advanced-level understanding of Windows OS.
Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.).
Must understand and communicate system concepts to end users and technical teams.
Familiar with the concepts behind a distributed build system.
Familiarity with enterprise storage technologies (SAN, NAS, iSCSI) – NetApp, EMC, HDS ideal.
Basic networking skills.
Knowledge of security concepts and industry best practices.
Ability to interact effectively with others on varying technical competency, vendors, management, and staff.
Manages competing demands and changes approach or method to best fit the situation.
Takes responsibility for own actions; Keeps commitments; Commits to required work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Is actively available to respond when needs arise.
Volunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when needed.
Operates across multiple projects concurrently and assumes responsibility for implementation of projects.

Nice To Haves

Linux and Mac OS experience are both a strong plus.
Appreciation and experience in platform/computer/video gaming is preferred.

Responsibilities

Provides helpdesk-level coverage and support for internal clients.
Coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established process.
Solves technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
Collaborates with remote sites.
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
Performs first and second level support and troubleshooting for workstation and mobile systems.
Interfaces directly with end users, leads and resolves incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation.
Establishes and maintains direct relationships with business units as a support resource and contributing member of the production teams.
Organizes, communicates thoroughly and effectively in both written and spoken forms across the organization.
Works proactively to determine potential issues existing in the environment.
Applies performance tuning techniques where applicable.
Researches new trends and technologies leading to testing and justification for deployment.
Is available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergencies.
Performs inventory management of team resources; applies workstation build technologies; configures and manages user account provisioning and permissions.
Is eager to grow and develop new skills and tackle special projects as needed.