IT Support Specialist

Sony Interactive Entertainment Inc.; Los Angeles (CA); On-site; USD 86,000 - 129,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) matching

Paid time off

Wellness program

Employee discounts on Sony products

Job summary

Sony Interactive Entertainment in Playa Vista, CA is seeking an IT Studio Support Specialist focusing on in‑person desktop support and strong customer service. You will handle end‑user issues, troubleshoot across desktops, laptops, and networks, and collaborate with remote sites to ensure reliable performance.

The role emphasizes building relationships with business units, documenting procedures, and participating in on‑call rotations.

Qualifications

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Strong in client hardware and software; strong email/messaging troubleshooting experience; Windows OS knowledge.
• Familiar with production software packages and basic system concepts; understands distributed build storage concepts.
• Able to interact with stakeholders and manage competing demands while maintaining commitments.

Responsibilities

• Provides helpdesk-level coverage and support for internal clients; coordinates, diagnoses, and troubleshoots requests.
• Solves technical problems involving desktop, laptop or network services; collaborates with remote sites.
• Provides timely resolution or escalation of issues on behalf of customers to appropriate personnel.
• Develops, documents, and implements standard operating procedures and customer service guidelines.
• Performs first and second level support and troubleshooting for workstation and mobile systems.
• Interfaces with end users to lead and resolve incidents; maintains high levels of support and documentation.
• Establishes and maintains relationships with business units as a support resource for production teams.
• Organizes communication across the organization; documents effectively in written and verbal form.
• Proactively identifies potential issues; applies performance tuning techniques where applicable.
• Researches trends and technologies for testing and deployment justification.
• Available off hours for scheduled on-call rotation including maintenance and emergencies.
• Performs inventory management of team resources; configures and manages user provisioning and permissions.
• Eager to grow and tackle special projects as needed.

Skills

Problem solving

Customer service

Teamwork

Communication

Time management

Problem analysis

Adaptability

Tools

Windows OS

Microsoft Office

Adobe Suite

Maya

ZBrush

Visual Studio

NetApp

EMC

HDS

Networking basics

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.

This dynamic and engaging role does not fit the average definition of Desktop Support. For SIE, the Studio IT Support Specialist possesses a mix of skills and experience often found in desktop support, helpdesk support, and limited system administration roles. The right candidate is versed in a wide range of client technologies; responsible not only for the implementation, maintenance, and highest level of performance‑tuning for client technology, but also for being a champion for strong working relationships directly with the people who utilize that technology.

This is a customer service role and fundamental to its success is building and maintaining support relationships with internal business teams, promoting trust, setting expectations, and achieving mastery in customer service. The ability to think strategically at a fast pace, troubleshoot accurately while navigating interdependent system relationships - all while driving multiple projects to successful completion in tight, shifting deadlines is the reality of this position.

Please note, flexibility is possible, but this is considered primarily an in‑person role, reporting daily to offices located in Playa Vista, California.

Responsibilities

• Provides helpdesk‑level coverage and support for internal clients. Coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established process
• Solve technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Collaboration with remote sites expected and encouraged
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
• Perform first and second level support and troubleshooting for workstation and mobile systems
• Interface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation
• Establish and maintain direct relationships with business units as a support resource and contributing member of the production teams
• Organize the unorganized, communicate thoroughly and effectively in both written and spoken forms across the organization
• Work proactively to determine potential issues existing in the environment. Apply performance tuning techniques where applicable
• Research new trends and technologies leading to testing and justification for deployment
• Be available off hours for scheduled, week‑long on‑call rotation, which will include system maintenance and emergencies
• Perform inventory management of team resources; apply workstation build technologies; configure and manage user account provisioning and permissions
• Be eager to grow and develop new skills and tackle special projects as needed

Required Skills

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully
• Strong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced‑level understanding of Windows OS
• Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.)
• Must understand and communicate system concepts to end users and technical teams
• Familiar with the concepts behind a distributed build system; familiarity with enterprise storage technologies (SAN, NAS, iSCSI) – NetApp, EMC, HDS ideal; basic networking skills; knowledge of security concepts and industry best practices
• Ability to interact effectively with others on varying technical competency, vendors, management, and staff
• Manages competing demands and changes approach or method to best fit the situation
• Takes responsibility for own actions; Keeps commitments; Commits to required work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Is actively available to respond when needs arise
• Volunteers readily, undertakes self‑development activities and seeks increased responsibilities; asks for and offers help when needed
• Operates across multiple projects concurrently and assumes responsibility for implementation of projects

Preferred Experience

• Linux and Mac OS experience are both a strong plus
• Appreciation and experience in platform/computer/video gaming is preferred!

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 listed below.

$86,000—$129,000 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 our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

Equal Opportunity Statement:

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.