IT Support Specialist

Information Technology Redwood City, California


Crystal Dynamics, a part of the Square-Enix family and the studio behind the award-winning Tomb Raider game franchise, is constantly on the hunt to add even more top-tier gaming talent to our family. We pride ourselves on attracting and developing the best of the best to craft the most exciting projects in gaming. Our 25-plus years of development experience, as well as our studio members’ combined AAA game industry pedigree, has established us as one of the premier studios in the world today. Come and make us even better! Crystal Dynamics is headquartered in sunny Redwood City, CA, just south of San Francisco and north of San Jose.

Join the studio as an IT Support Specialist! Benefits for this full-time, permanent position include a competitive salary, 100% employer-paid medical, dental, and vision insurance options and 20 days of paid time-off. You also receive free access to a well-appointed 50,000’ foot athletic club (complete with a rock climbing wall and pool!), an impressive on-site cafeteria with food options for every palate, and a gorgeous natural campus by San Francisco Bay.

Position Summary:

Reporting to the IT Director, the IT Support Specialist will provide first and second line technical support (Tier 1 & Tier 2) to our internal staff. The successful candidate will have an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems. This may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage would include the studio, as well as remote users at other offices along with remote employees. This role is a full-time, permanent position.

Essential Duties & Responsibilities:

  • Act as a single point of contact for phone calls, emails, IT issues, and inquiries from internal staff.
  • Receiving, logging, and managing calls from internal staff.
  • Maintaining an asset database and track changes.
  • 1st and 2nd line support - troubleshooting IT related problems ranging from in-house software to hardware such as mobile phones, laptops, PCs, and printers.
  • Troubleshoot basic network issues.
  • Escalate unresolved calls to the appropriate support team.
  • Take ownership of user problems, and follow up on the status of problems on behalf of the user. Communicate progress in a timely manner.
  • Maintain a high degree of customer service for all support inquiries and adhere to all service management principles.
  • Provide basic in-house training in MS Office applications used within the association. (Word, Excel, Outlook, PowerPoint)
  • Provide stats for the weekly Service Desk Report on call trends.
  • Publishing support documentation to assist staff with requests for information and provide staff training if required.
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, etc.
  • Mobile phone account management.
  • Arrange for external technical support when problems cannot be resolved in-house.
  • Provide A/V technical support and training for all onsite conference rooms.

Essential Requirements:

  • Minimum 3-5 years’ experience related to IT Service Desk and/or Call Center experience required
  • Excellent communication skills
  • Excellent organizational skills
  • Strong grasp of basic security principles and practices as it pertains to a business environment.
  • Incident Management experience – Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 7, 10, along with the Office suite applications.
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • Must be able to lift up to 50 pounds

 Crystal Dynamics is an EOE and M/F/D/V employer.