IT Support Analyst

This is an on-site role in Redmond, WA.

Pay Range: $30/hr - $31/hr

Provide onsite and remote IT support in a fast-paced, agile game studio environment. The role supports service desk operations, incident and problem management, asset lifecycle management, and hands-on studio and lab support. Analysts must independently triage, diagnose, and resolve break/fix issues across game-studio hardware (including dev kits, retail kits, high-end monitors, peripherals, and workstations) while communicating clearly, maintaining disciplined documentation, and representing IT professionally.

The role operates in a highly dynamic environment with fluctuating ticket volume, requiring consistent adherence to SLAs for time to acknowledge (TTA) and time to resolve (TTR).

Job Responsibilities

• Incident, Problem & Service Desk Support
  
  
  
  • Triage, work, and resolve incidents and service requests according to SLAs (TTA and TTR)
  • Independently diagnose and resolve hardware and software issues onsite and remotely
  • Provide clear, accurate guidance to end-users and set expectations throughout the support lifecycle
  • Identify recurring issues, contribute to root cause investigation, and escalate appropriately
  • Maintain internal documentation for all resolved issues and ensure studio-facing documentation is accurate and up to date
  
  
  
  
• Collaboration & Ticketing
  
  
  
  • Maintain accurate, timely ticket updates and collaborate with other IT teams to deliver strong service levels
  • Interface professionally with partner IT organizations (Corp IT, Gaming/XGS/MLS) to coordinate escalations and shared support responsibilities
  • Datacenter / Studio Lab Support
  • Monitor and repair on-premises and MLS-hosted lab hardware (RTC-4/RTC-5)
  • Perform onsite hardware upgrades, replacements, patching, reboots, warranty service, and incident response
  • Provide hands-on support for servers, dev kits, retail kits, high-end monitors, and remote user PCs
  
  
  
  
• Asset Management & Vendor Coordination
  
  
  
  • Maintain asset records for equipment, fixed assets, and licensed software inventories
  • Ensure assets are operational, inventory levels are maintained, and records reconcile with accounting systems
  • Coordinate with external vendors for hardware ordering, RMAs, repairs, and warranty replacements
  • Support asset lifecycle workflows including deployment, repair, replacement, and decommissioning
  
  
  
  
• Physical Requirements
  
  
  
  • Ability to lift and move IT hardware weighing up to 40 pounds
  
  
  
  

Desired Skills

• Strong break/fix troubleshooting skills across varied studio hardware and peripherals
• Ability to triage and multitask effectively in high-pace environments
• Experience with asset management systems and vendor coordination
• Experience using Jira Service Management or similar ticketing tools
• Strong communication skills and comfort serving as the face of IT for studio users and partners
• Prior Game Studio IT Support Experience

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands. Our talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

You will want to read this fine print. Part of our mission is to take care of you, so we offer the best benefits. Unlike other staffing companies, we provide talent with the same benefits that our CEO gets.

This includes:

• A choice of three major medical plans (including vision coverage) plus dental insurance
• Paid sick leave for all hourly talent in the U.S. and Canada
• 401(k) with a match and immediate vesting
• Exclusive employee discounts through Promo Code: Aquent
• And much more