IT Support Specialist (Contract)

PlayStation Global•Los Angeles, CA

4d•$41 - $62•Onsite

About The Position

Sony Interactive Entertainment is seeking a Studio IT Support Specialist for a customer-service-focused role supporting internal business teams. The position combines desktop support, helpdesk support, and limited system administration. The specialist will implement, maintain, and tune client technologies while building trusted support relationships with the people who use them. The role requires strategic thinking, accurate troubleshooting across interdependent systems, and the ability to manage multiple projects amid tight and shifting deadlines. This is primarily an in-person role, with daily attendance at the Playa Vista, California offices. Flexibility is possible. The role includes scheduled, week-long off-hours on-call rotations for system maintenance and emergencies. The position is offered as a contract, with an estimated hourly base pay range of $41.35–$62.02. The role is eligible for medical, dental, and vision benefits.

Requirements

Identify and resolve problems in a timely manner and gather and analyze information skillfully.
Strong client hardware and software knowledge, strong email and messaging troubleshooting experience, and a mid- to advanced-level understanding of Windows operating systems.
Proficiency with Microsoft Office Suite and 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 manage competing demands and adapt approaches or methods to suit the situation.
Take responsibility for actions, keep commitments, complete work on time or communicate an alternate plan, and remain available to respond when needs arise.
Willingness to volunteer, pursue self-development, seek increased responsibilities, and ask for and offer help.
Ability to work across multiple concurrent projects and take responsibility for implementation.

Nice To Haves

Linux experience.
Mac OS experience.
Appreciation for and experience in platform, computer, or video gaming.

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 problems for local personnel and employees using remote network access, collaborating with remote sites.
Resolve customer 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 high standards of customer support, response, and documentation.
Build and maintain relationships with business units as a support resource and contributing member of production teams.
Communicate clearly and effectively in writing and speech across the organization.
Proactively identify potential environmental issues and apply performance-tuning techniques where appropriate.
Research technology trends and conduct testing and deployment justification for new technologies.
Participate in scheduled week-long off-hours on-call rotations, including system maintenance and emergencies.
Manage team-resource inventory, apply workstation build technologies, and configure and manage user-account provisioning and permissions.
Develop new skills and take on special projects as needed.
Work across multiple concurrent projects and take responsibility for their implementation.