Help Desk Administrator

Description

About ProbablyMonsters™ Studios
ProbablyMonsters Studios is a developer-led independent game company with the mission to unite, guide, and empower talented teams to create exceptional original games while thriving in stable and meaningful careers.
Our 3 studios are each developing an original game:• Firewalk™ is working on a new multiplayer IP to be exclusively published by PlayStation• Cauldron™ is developing a single-player, adventure-driven game• Our RPG Team is creating a next-gen co-op RPG
We recently announced the largest Series A raise in gaming history at $250 million, which provides our teams with the resources and creative environment needed to foster stable, rewarding, and life-long careers .

The Role
We are looking for a Help Desk Administrator to provide technical support to our growing family of game studios. As a member of the IT Department, this role will also contribute to various infrastructure, networking, and technology projects.

Who You Are:

• An experienced technical support professional who is comfortable working in dynamic, technology-heavy environments.
• An effective communicator with experience working across teams and departments.
• A team player that is used to collaborating to solve problems.
• Someone with strong time management and prioritization skills.
• An automation advocate that's always on the lookout for ways to eliminate manual processes.
• Comfortable working with light supervision and in situations with ambiguous requirements.
• A gamer, or someone familiar with video gaming and the games industry.
• Willing to work onsite fulltime.

What You Will Do:

• Review, triage, and pick up support requests through an internal Help Desk ticketing system.
• Communicate Help Desk Ticket status to requestors and stakeholders, including providing follow-ups and conducting further investigations as needed.
• Collaborate with other members of the IT Department on Help Desk Tickets, projects, and initiatives, and contribute to the team's overall success.
• Participate in employee onboarding activities, such as assembly, configuration, and deployment of new workstations, setting up user accounts, and providing assistance on a new hire's first day.
• Troubleshoot, isolate, and resolve technical issues involving software, hardware, networking, and everything in between.
• Support regular maintenance activities, including limited after-hours work.
• Work on projects and tasks from the IT Department's backlog.
• Contribute to and maintain IT and company documentation, such as Knowledge Base Articles, Confluence pages, and SharePoint sites.
• Occasionally assemble, relocate, or remove hardware and furniture (such as racks of equipment), which may involve physical labor.

Qualifications:

• At least three years of experience as a Help Desk or Systems Administrator.
• Experience creating and managing workstation deployment processes.
• Experience maintaining and updating Windows client and server operating systems.
• Ability to troubleshoot complex technical issues, quickly isolate problems, determine solutions, and deploy fixes.
• Familiarity with computer and server hardware, including the ability to plan and assemble desktop workstations and install server racks with minimal guidance.
• Understanding of networking technologies and related hardware.
• Ability to lift fifty pounds.

Bonus Points:

• Experience providing support to remote workers, including familiarity with remote co-working technologies, systems, and hardware.
• Experience working with Linux.
• Experience working with and administrating company-wide messaging systems such as Slack, Discord, and MS Teams.
• Familiarity with PowerShell.
• Experience working with and supporting Atlassian products, such as Jira and Confluence.
• Experience working with and supporting Microsoft collaboration products, such as Office 365 and SharePoint.
• Experience administrating Microsoft environments through tools like Azure and Windows Server.
• Experience working in a game development studio or at a game publisher.
• Ability to identify deficient or ineffective processes, propose solutions, and implement them.

Our commitment to you:

• A people-first culture founded on respect, trust, approachability, and accountability.
• A stable home that values your potential, deeply cares about your work-life balance, and is committed to investing in your craft and long-term career.
• Competitive benefits package including health and family benefits, employee assistance program, flexible and paid time off, financial benefits and professional and personal development.