IT Support Coordinator (Contract Role)

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

Why Sony Interactive Entertainment?

Sony Interactive Entertainment isn't just the Best Place to Play - it's also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we're part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

IT Support Coordinator (Contract Role)

Los Angeles, CA

*12-month contract

The IT Support Coordinator is capable of prioritizing, triaging and being the first point of contact for tickets in the IT Support queue. Organization and customer service skills are key in this role.

RESPONSIBILITIES

• Coordination with IT Support to balance workload.


• Monitor queues of staff for issues needing responses.


• Monitor unassigned queue to ensure prompt responses within SLA.


• Communicate with customers as required: gathering additional information, informing them of changes.


• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.


• Escalate service requests to appropriate teams as necessary.


• Assists in day-to-day IT queue support operations with some supervision


• Provide first-level basic support for end user issues


• A point of contact to the customer for all types of service requests.


• Maintains documentation with updates and changes


• Triage service requests to address urgency and scope of impact.


• Update KPI Dashboards weekly.


• Develops and reports on JIRA dashboard analytics to drive support performance improvements


• Work across other studios to bring ticket handling improvements and optimization across PSS

REQUIRED SKILLS

• Basic computer and operating system skills


• Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment


• Excellent written and oral communication skills are required


• Experience in a role involving direct customer contact (internal and external customers)


• Ability to work in a team and communicate effectively.


• Experience with Jira Service Management or other IT Service Management (Ticketing) tools

NICE-TO-HAVE SKILLS

• CompTIA A+ Certification


• Self-starter and ability to work with limited supervision


• Degree in an IT associated field of study

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.

The estimated base pay range for this role is $36 - $50 USD.

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to ourCandidate Privacy Noticefor more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.