IT Support Specialist ll (Contract)

Job Description: 

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 versed in a wide range 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 utilize 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, troubleshoot accurately while navigating interdependent system relationships - all while driving multiple projects to successful completion in tight, shifting deadlines is the reality of this position. 

Responsibilities: 

• Provides helpdesk-level coverage and support for internal clients. Coordinates, diagnoses, and troubleshoots 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 or escalation on behalf of customer 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 troubleshooting 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 determine 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 tackle special projects as needed. 

• Appreciation and experience in platform/computer/video gaming is preferred! 

Requirements: 

• Identifies and resolves problems in a timely manner; gathers and analyzes information strategically. 

• Strong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OS. 

• Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.). 

• Must understand and communicate system concepts to end users and technical teams. 

• 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 standard processes; Linux and Mac OS experience are both a strong plus. 

• Ability to interact effectively with others on varying technical competency, vendors, management, and staff. 

• Manages competing demands and changes approach or method to best fit the situation. 

• Takes responsibility for own actions; Keeps commitments; Commits to required work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Is actively available to respond when needs arise. 

• Volunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when needed. 

• Operates across multiple projects concurrently and assumes responsibility for implementation of projects.