IT Support Coordinator (Contract) – SLA-Driven Help Desk

Sonyinteractiveentertainmentglobal; California (MO); On-site; USD 49,593 - 68,880; Full time

Benefits offered by this job

Medical coverage

401(k) matching

Paid time off

Employee discounts

Job summary

Sony Interactive Entertainment is hiring an IT Support Coordinator for a 12-month contract in Los Angeles, CA. The role involves prioritizing and triaging IT tickets, providing first-level support, and maintaining documentation.

Strong communication, teamwork, and ITSM experience (Jira Service Management) are required; bonus opportunities and benefits are mentioned. This is a contract role with potential for process improvements across teams.

Qualifications

• Basic computer and operating system skills.
• Fast learner in a highly technical, deadline-driven environment.
• Excellent written and verbal communication skills.
• Experience in roles involving direct customer contact.
• Ability to work well in a team and communicate effectively.
• Experience with Jira Service Management or similar ITSM tools.

Responsibilities

• Prioritize and triage tickets in the IT Support queue.
• Be the first point of contact for IT tickets and inquiries.
• Monitor queues and ensure timely responses within SLA.
• Escalate service requests to appropriate teams when needed.
• Maintain documentation and update KPI dashboards weekly.
• Collaborate with other studios to improve ticket handling.

Skills

Basic computer skills

Fast learner

Excellent communication

Customer-facing experience

Team collaboration

Education

IT-related degree

CompTIA A+ Certification

Tools

Jira Service Management

Job description

Sony Interactive Entertainment is hiring an IT Support Coordinator for a 12-month contract in Los Angeles, CA. The role involves prioritizing and triaging IT tickets, providing first-level support, and maintaining documentation.

Strong communication, teamwork, and ITSM experience (Jira Service Management) are required; bonus opportunities and benefits are mentioned. This is a contract role with potential for process improvements across teams.