IT Support Specialist

thatgamecompany • Los Angeles, CA

9d • $55,500 - $87,000 • Hybrid

About The Position

You are the first point of contact when technology gets in the way of someone's work. You'll own tier-1 support end to end — triaging requests, resolving what you can on the spot, and escalating cleanly to Technical Support Operations when you can't. It's a hands-on role on a small, high-trust team, and the quality of your work is felt studio-wide every day. You'll support artists, designers, engineers and operations staff, so your queue ranges wider than a typical corporate service desk.

Requirements

• 1–3 years in IT support, service desk, or comparable hands-on technical support.
• Working knowledge of macOS and Windows in a managed environment, with comfort around MDM, identity and SSO, and endpoint tooling.
• Comfort administering SaaS platforms, not just using them — group-based entitlement, SCIM provisioning, and least-privilege judgment on access requests.
• A solid grasp of the everyday stack: Google Workspace or Microsoft 365, Slack, VPN, and ticketing systems.
• Basic network troubleshooting — Wi-Fi, DNS, DHCP, and general connectivity.
• Clear, patient written and verbal communication with non-technical colleagues. You explain rather than jargon.
• Strong judgment about what to solve yourself and what to escalate, and the discipline to document either way. Tickets arrive without a priority signal, so triage is judgment rather than routing.
• Genuine care for the people you support. This role is as much service as it is technical.

Nice To Haves

• Hands-on with Okta, Atlassian, Jamf or Intune, Google Workspace, Slack, Zoom, or 1Password — or close equivalents.
• Experience in a game or digital content creation studio, supporting artists, designers, and engineers.
• Perforce and Unity or Unreal experience; Xcode provisioning, console dev-kit, or platform-store administration.
• Okta administration and light scripting for repetitive tasks (Okta Workflows, Apps Script, Bash, PowerShell, or Python).
• Supporting teams across US and APAC time zones.
• Familiarity with security hygiene practices and working alongside a security team.
• AV and live event support experience.

Responsibilities

• Own the front line — intake, triage, and first response for all IT requests across chat, ticketing, and walk-ups.
• Resolve the highest-volume work directly: access and permission grants across Okta, Google Workspace, Slack, Atlassian, and our wider SaaS estate; license and seat requests; MFA, VPN, and connectivity; software installs; printer and peripheral setup.
• Support the development toolchain and hardware — Perforce, Xcode, and Unity setup, build troubleshooting, console dev kits, the shared test-device fleet, and platform-store accounts (App Store Connect, Google Play Console, Steamworks).
• Provision, image, and hand off laptops and workstations for new hires, and run IT lifecycle work with People Ops — day-one setup, role and entity changes, contractor renewals, leave transitions, and offboarding through to device return and data handling.
• Provision and deprovision external partner, vendor, and contractor access, and administer AI tool seats and spend limits against studio guidelines.
• Support meeting rooms and studio AV — Zoom Room provisioning, keeping hardware working, resolving issues live, and on-site support for studio events.
• Escalate to Technical Support Operations with clear reproduction steps, context, and everything you've already tried.
• Keep asset records accurate with IT Asset Management, so hardware and licenses stay tracked.
• Write and maintain self-service documentation so recurring questions stop becoming tickets, and flag patterns worth fixing upstream.

Benefits

• Paid Time Off, Holidays and Two Weeks Winter Break
• Medical, dental, and vision coverage for employees and their dependents, starting on the first day of the job.
• Pet Insurance
• Compassionate leave
• Pre-tax wellness stipend
• Pre-tax work from home stipend
• Savings plan (401K program) with company match
• Mental health resources including Headspace membership and Employee Assistance Program (EAP)
• Discount portal for everyday goods and services
• Employee inclusive and diversity initiatives such as Grow Together
• Support for personal professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed