IT Support Specialist I

This dynamic and engaging role does not fit the average definition of Desktop Support. For SIE, the Studio IT Support Specialist possesses a mix of skills and experience often found in desktop support, helpdesk support, and limited system administration roles. The right candidate is proficient in a wide variety of client technologies; responsible not only for the implementation, maintenance, and highest level of performance-tuning for client technology, but also for being a champion for strong working relationships directly with the people who use that technology.

This is a customer service role and fundamental to its success is building and maintaining support relationships with internal business teams, promoting trust, setting expectations, and achieving mastery in customer service. The ability to think strategically at a fast pace, discover solutions accurately while navigating interdependent system relationships - all while driving multiple projects to successful completion in tight, shifting priorities is the reality of this position.

Please note, flexibility is possible, but this is considered primarily an in-person role, reporting daily to offices located in San Diego, California.

Responsibilities:

• Provides helpdesk-level coverage and support for internal clients. Coordinates, diagnoses, and resolves incoming employee requests for support according to established process.
• Solve technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Collaboration with remote sites expected and encouraged.
• Provides timely resolution of problems and representation on behalf of customers to appropriate technical personnel.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
• Perform first and second level support and triage for workstation and mobile systems.
• Interface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation.
• Establish and maintain direct relationships with business units as a support resource and contributing member of the production teams.
• Organize the unorganized, communicate thoroughly and effectively in both written and spoken forms across the organization.
• Work proactively to identify potential issues existing in the environment. Apply performance tuning techniques where applicable.
• Research new trends and technologies leading to testing and justification for deployment.
• Be available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergencies.
• Perform inventory management of team resources; apply workstation build technologies; configure and manage user account provisioning and permissions.
• Be eager to grow and develop new skills and take on special projects as needed.
• Appreciation and experience in platform/computer/video gaming is preferred!

Qualifications:

• 3+ years of experience supporting PC and Mac hardware and software
• 3+ years supporting and troubleshooting email/messaging services; mid to advanced-level understanding of Windows OS.
• Experience supporting Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.).
• Understanding of systems concepts and ability to both technical and non-technical audiences.
• 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 standards; Linux and Mac OS experience are both a strong plus.
• Demonstrated ability to manage multiple projects concurrently and assume responsibility for implementation of projects.

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