Contract IT Support Coordinator: Fast, Customer-Focused

Sony Interactive Entertainment; Los Angeles (CA); On-site; USD 36,000 - 50,000; Part time

Benefits offered by this job

Medical/Dental/Vision

401(k) matching

Paid time off

Wellness program

Employee discounts

Job summary

Sony Interactive Entertainment in Los Angeles, CA is seeking an IT Support Coordinator for a 12-month contract. You will be the first point of contact for IT tickets, triaging issues and coordinating with multiple IT teams to maintain service levels.

The role emphasizes customer service, strong communication, and teamwork in a fast-paced tech environment. Prior IT support and Jira Service Management experience are highly valued. Eligible benefits accompany the base pay and potential bonus.

Qualifications

• Basic computer and operating system skills
• Able to learn quickly in a technical, fast-paced environment
• Excellent written and verbal communication skills
• Experience in a role with direct customer contact (internal or external)
• Ability to work in a team and communicate effectively
• Experience with Jira Service Management or other IT service management tools

Responsibilities

• Coordinate with IT Support to balance workload.
• Monitor staff queues for issues needing responses.
• Monitor unassigned queue to ensure prompt responses within SLA.
• Communicate with customers to gather information and inform them of changes.
• Improve customer service and satisfaction with fast turnaround of requests.
• Escalate service requests to appropriate teams as needed.
• Assist in day-to-day IT queue operations with supervision.
• Provide first-level basic end-user support.
• Serve as a point of contact for all service requests.
• Maintain documentation with updates and changes.
• Triage service requests by urgency and impact.
• Update KPI dashboards weekly.
• Develop and report on JIRA dashboard analytics to drive performance.
• Collaborate with other studios to improve ticket handling across PSS

Skills

Jira Service Management

Customer support

Strong communication

Team player

Fast learner

Basic IT knowledge

CompTIA A+ Certification

Education

Degree in IT field

Tools

Jira Service Management

Job description

Sony Interactive Entertainment in Los Angeles, CA is seeking an IT Support Coordinator for a 12-month contract. You will be the first point of contact for IT tickets, triaging issues and coordinating with multiple IT teams to maintain service levels.

The role emphasizes customer service, strong communication, and teamwork in a fast-paced tech environment. Prior IT support and Jira Service Management experience are highly valued. Eligible benefits accompany the base pay and potential bonus.