IT Support Coordinator — Jira-Driven Helpdesk (Contract)

Playstatio; Los Angeles (CA); On-site; USD 36,000 - 50,000; Full time

Job summary

Sony Interactive Entertainment in Los Angeles is seeking an IT Support Coordinator for a 12-month contract. You will prioritize tickets, triage requests, and be the first point of contact for the IT support queue. You will collaborate with IT teams, monitor queues, gather information from customers, and ensure timely responses within SLA.

The role emphasizes strong communication and a customer-service mindset. This position offers a comprehensive benefits package and the potential for a bonus.

Qualifications

• 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.

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.
• 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

Skills

Computer basics

Fast learner

Communication

Customer exposure

Teamwork

Jira

CompTIA A+ Certification

Self-starter

IT degree

Job description

Sony Interactive Entertainment in Los Angeles is seeking an IT Support Coordinator for a 12-month contract. You will prioritize tickets, triage requests, and be the first point of contact for the IT support queue. You will collaborate with IT teams, monitor queues, gather information from customers, and ensure timely responses within SLA.

The role emphasizes strong communication and a customer-service mindset. This position offers a comprehensive benefits package and the potential for a bonus.