Help Desk Administrator

Information Technology Bellevue, Washington


Description

About ProbablyMonsters™ Family of Studios

ProbablyMonsters Family of Studios is developing 3 simultaneous AAA games in multiple genres. Since our launch in 2019, we have built 3 studios so far. Firewalk™ is working on a new multiplayer game to be exclusively published by PlayStation. Cauldron™ is developing a single-player, adventure-driven game and our RPG Team has a next-gen open world experience in progress.
We recently announced the largest Series A raise in game development history at $200 MILLION to continue building long-lasting game studios. We are committed to providing our teams with the resources and creative environment needed to foster stable, rewarding, and life-long careers. Our Monster mindset of people-first, our ethos of predictable excellence, and our purpose of inspiring a healthier industry has attracted 200+ likeminded professionals who unapologetically defend the sustainable home we have built together, a home free of storms that allows for focused creativity.

We are looking for an exceptional Help Desk Administrator to join our IT team. 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.

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.

Minimum 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.

Nice to Have Attributes:
  • 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.