IT Support & Jira Coordinator

PlayStation; Bellevue, Northern (WA, KY); Hybrid; USD 50,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Job summary

Sony Interactive Entertainment seeks an IT Support Coordinator to support the infrastructure and staff working on our world-class games. You will be the first point of contact for tickets, triaging priorities, and coordinating with IT Support to balance workload across teams.

The ideal candidate will have strong communication, superb customer service, and the ability to learn quickly in a fast-paced, technical environment.

Qualifications

• Basic computer and operating system skills.
• Strong organizational and prioritization skills with attention to detail.
• Able to learn quickly in a technical, fast-paced, deadline-driven environment.
• Excellent written and oral communication skills.
• Experience in roles involving direct customer contact (internal and 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 queues for issues needing responses.
• Ensure prompt responses within SLA in unassigned queue.
• Communicate with customers to gather information and inform changes.
• Improve customer service and satisfaction with fast turnaround of requests.
• Escalate service requests to appropriate teams.
• Assist in day-to-day IT queue operations with some supervision.
• Maintain documentation with updates and changes.
• Triage service requests by urgency and impact.
• Develop and report on Jira dashboard analytics to drive improvements.
• Collaborate across studios to improve ticket handling across PSS.

Skills

Organizational skills

Prioritization

Attention to detail

Quick learner

Written & verbal communication

Customer service

Team player

Jira Service Management

Education

CompTIA A+ Certification

Tools

Jira Service Management

Job description

Sony Interactive Entertainment seeks an IT Support Coordinator to support the infrastructure and staff working on our world-class games. You will be the first point of contact for tickets, triaging priorities, and coordinating with IT Support to balance workload across teams.

The ideal candidate will have strong communication, superb customer service, and the ability to learn quickly in a fast-paced, technical environment.