IT Technical Support Analyst (Contract)

We’re ArenaNet. We make the games we want to play and infuse them with innovation, hand-crafted detail, and creative passion. As developer and publisher of the award-winning Guild Wars game series, we’re proud to share our passion for the online worlds we’ve created with over 11 million players worldwide.

We are looking for a Contract IT Technical Support Analyst to provide user support on assigned open tickets and work in collaboration with the IT Support Operations team. The IT Support Operations team is the first point of contact for technical inquiries. They provide deskside, phone, and remote support to ArenaNet employees, which includes maintenance of in-house computer systems, desktops, and peripherals for both onsite and remote workers. They install, diagnose, repair, maintain, and upgrade all computer hardware and equipment. They also manage purchase requests for the IT department and assist with high visibility projects, including studio wide upgrades, livestream support, and outage repair.

WHAT YOU’LL DO

• Respond to IT incidents and requests according to priority. Track service requests through our incident management system, closing and notating tickets upon completion
• Troubleshoot and resolve hardware, software, and network issues to support end-users either through remote means or on-site at an office location
• Create network user accounts, user profiles, directory structures, rights and security for accounts, and other login credentials as appropriate
• Provision and configure computer hardware and software to end users
• Troubleshoot and provide technical support to ensure that all PCs, printers, networking hardware, computer cabling, and peripheral equipment are fully functional
• Conduct one-on-one training with individual users or groups (e.g. Office 365, MS Windows, printing, other specialized software)
• Arrange for and perform repair and on-site maintenance as needed, including configuration of new equipment or re-configuration of existing equipment
• Manage desktop lifecycle process, including maintaining accurate and up-to-date equipment inventory and configuration details
• Monitor hardware inventory, purchasing and restocking as necessary
• Configure advanced system settings and application software at multiple workstations
• Manage workstation configurations by standardizing images and update packages
• Collaborate with vendors to resolve hardware or software failures
• Understand and follow security requirements and maintain confidentiality of information processes
• Create and maintain technical documentation
• Join after hours on-call rotation, visiting office if necessary

WHAT YOU’LL NEED TO BE SUCCESSFUL

• Bachelor’s degree in information technology or an equivalent combination of education, training, and experience
• 2+ years of professional Technical Support experience
• Experience in desktop support functionality and IT maintenance procedures
• PC hardware experience (able to build, diagnose, and repair computers and troubleshoot issues)
• Intermediate computer (hardware and software) repair and troubleshooting skills
• Intermediate knowledge of Office 365
• Proficient in Windows OS and MacOS, including functionality, troubleshooting, updating, etc.
• Understanding of OSI Layers 1-3
• Familiarity with subnetting and VLANs
• Knowledge of DHCP and its utilization
• Strong customer service skills, including active listening, de-escalation, and conflict resolution
• Strong written and verbal communication skills with a focus on explaining complex concepts to end users

Pluses!

• CompTIA A+

This is a full time, 1 year contract position onsite at our office in Bellevue, WA.