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.

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

Required Skills

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully
• 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 best practices
• 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

Preferred Experience

• Linux and Mac OS experience are both a strong plus
• Appreciation and experience in platform/computer/video gaming is preferred!

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Please be aware that any official outreach in response to your application will always be done from a [redacted].com email address. Always make sure to double check the spelling on Sony is correct and the characters have not been replaced with any numbers/symbols before replying.

Anyone using an email that is not [redacted].com is not affiliated with us and should be reported either via the platform they are contacting you on or directly to your email service as a phishing attempt/scam.

At SIE, we consider several factors when setting each role's base pay range, including the competitive benchmarking data for the market and geographic location.

Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role is eligible for SIE's top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.

The estimated base pay range for this role is listed below.

$86,000-$129,000 USD