IT Support Specialist (Contract)

PlayStation•Los Angeles, CA

4d•Onsite

About The Position

Sony Interactive Entertainment (SIE), the company behind the PlayStation brand, is seeking an IT Support Specialist for a customer-service-focused role spanning desktop support, helpdesk support, and limited system administration. The specialist supports internal teams by implementing, maintaining, and tuning client technology, building strong working relationships, setting expectations, and delivering responsive service. The position requires strategic thinking, accurate troubleshooting across interdependent systems, and the ability to manage multiple projects against changing deadlines. This is primarily an in-person role, reporting daily to SIE offices in Playa Vista, California, though some flexibility is possible. The specialist also participates in a scheduled week-long on-call rotation, including system maintenance and emergencies.

Requirements

Strong client hardware and software skills, experience troubleshooting email and messaging, and a mid- to advanced-level understanding of Windows OS.
Proficiency with Microsoft Office Suite and other production software packages, such as Adobe, Maya, Zbrush, and Visual Studio.
Ability to explain system concepts to end users and technical teams.
Understanding of distributed build system concepts; familiarity with enterprise storage technologies such as SAN, NAS, and iSCSI; basic networking skills; and knowledge of security concepts and industry best practices.
Ability to interact effectively with people of varying technical competency, including vendors, management, and staff.
Ability to identify and resolve problems in a timely manner by gathering and analyzing information skillfully.
Ability to manage competing demands and adapt approaches to fit the situation.
Accountability for actions and commitments, including completing work on time or notifying the appropriate person with an alternate plan.
Availability to respond when needs arise and willingness to commit to required work to reach goals.
Willingness to volunteer, pursue self-development, seek increased responsibilities, and ask for or offer help as needed.
Ability to work across multiple concurrent projects and assume responsibility for project implementation.

Nice To Haves

Linux and Mac OS experience.
Appreciation for and experience in platform, computer, or video gaming.
Experience with NetApp, EMC, or HDS enterprise storage technologies.

Responsibilities

Provide helpdesk-level coverage and support for internal clients.
Coordinate, diagnose, and troubleshoot employee support requests according to established processes.
Resolve desktop, laptop, and network-service issues reported locally or through remote network access; collaborate with remote sites.
Resolve problems promptly or escalate them to appropriate technical personnel.
Develop, document, and implement standard operating procedures and customer service guidelines for IT support.
Provide first- and second-level support and troubleshooting for workstation and mobile systems.
Work directly with end users to lead and resolve incidents efficiently while maintaining strong customer support, response, and documentation standards.
Build and maintain relationships with business units as a support resource and contributing member of production teams.
Communicate thoroughly and effectively in written and spoken forms across the organization.
Proactively identify potential environmental issues and apply performance-tuning techniques where appropriate.
Research trends and technologies, and test and justify technologies for deployment.
Participate in a scheduled week-long on-call rotation, including system maintenance and emergencies.
Manage team-resource inventory, use workstation build technologies, and configure and manage user-account provisioning and permissions.
Take on special projects and develop new skills as needed.