IT Support Specialist - Level 2 & 3

The Pokémon Company International; Bellevue (WA); Hybrid; Full time

Job summary

The Pokémon Company International is looking for an IT Support Specialist to provide advanced technical support across hardware and software platforms. This role involves troubleshooting complex issues and collaborating with teams to enhance user experience and operational efficiency. Ideal candidates will have a strong technical background and a keen interest in technology-related projects. Join a vibrant and innovative company that's passionate about Pokémon and making an impact.

Benefits

100% employer-paid healthcare premiums

Generous paid family leave

Employer-paid life insurance

Fitness reimbursement

LinkedIn learning

Hybrid work environment

Qualifications

• 1-4 years of experience in enterprise technical support.
• Strong troubleshooting skills across Windows and macOS platforms.
• Proficiency in Microsoft 365 and collaboration tools.

Responsibilities

• Provide advanced troubleshooting and ensure timely resolution.
• Deliver technical support across multiple locations.
• Manage user access using Active Directory.

Skills

Troubleshooting

Communication

Collaboration

Technical Support

Problem Solving

Education

Relevant certifications (e.g., CompTIA, Microsoft, ITIL)

Tools

Microsoft Intune

JAMF

System Center Configuration Manager (SCCM)

Microsoft 365

Slack

Zoom

Job description

Get to know The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

Job Title: IT Support Specialist II & III

Job Summary: The IT Support Specialist (Level II/III) delivers end-user support across hardware, software, identity management, and enterprise collaboration platforms at The Pokémon Company International. This role handles technical troubleshooting, system diagnostics, and escalations for complex issues, while contributing to process automation, documentation, and cross-platform support. Ideal for candidates with strong technical acumen, scripting or endpoint management experience, and a growth mindset toward advanced IT operations.

People Manager: No

Note:We have 2 headcounts open for this position, which is Level 2 and Level 3.

What you’ll do

• Act as a primary escalation point for complex or unresolved technical issues, providing advanced troubleshooting and ensuring timely resolution across hardware, software, and enterprise systems.
• Deliver professional and responsive technical support to employees across multiple locations through in-person assistance, phone, email, and the IT ticketing system.
• Provide advanced support for Microsoft 365, Slack, Zoom, and other tools critical to employee productivity and communication.
• Lead the setup, configuration, and deployment of hardware and software using Microsoft Intune, JAMF, and System Center Configuration Manager (SCCM).
• Manage user access and permissions using Active Directory and Microsoft Entra ID, ensuring alignment with security and compliance standards.
• Monitor and manage support tickets to ensure timely resolution, SLA compliance, and accurate documentation of technical issues and solutions.
• Support and maintain conference room technologies and audiovisual (AV) systems, including executive-level and company-wide events.
• Support onboarding and employee lifecycle events by provisioning and deprovisioning accounts, configuring devices, and ensuring a smooth technology experience for new hires and transitions.
• Collaborate with cross-functional teams outside of IT on technology-related projects that support broader business goals and operational improvements.
• Partner with external vendors to troubleshoot and implement complex solutions, ensuring alignment with internal standards and timelines.
• Identify and document recurring issues, propose long-term solutions, and contribute to internal knowledge base and process enhancements.
• Mentor and support IT staff, promoting knowledge sharing and skill development within the team.

What you’ll bring

• 1-4 years of experience providing technical support in enterprise environments, with a demonstrated ability to resolve complex issues and support a wide range of technologies.
• Proven ability to collaborate effectively within a team and across departments, contributing to a positive, solutions-oriented support culture.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Advanced troubleshooting skills across Windows and macOS platforms, including hardware, software, and enterprise applications.
• Strong experience with Microsoft 365, Slack, Zoom, and other collaboration and productivity tools.
• Proficiency with device management platforms such as Microsoft Intune, JAMF, and System Center Configuration Manager (SCCM).
• Deep understanding of user and identity management using Active Directory and Microsoft Entra ID.
• Experience supporting and maintaining complex conferencing room technologies and audiovisual (AV) systems.
• Familiarity with mobile device support and mobile device management (MDM) tools.
• Solid grasp of networking fundamentals including DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
• Proven ability to work cross-functionally with teams outside of IT and to collaborate with external vendors on complex technical solutions.
• A proactive, solutions-oriented mindset with a focus on continuous improvement, documentation, and knowledge sharing.
• Demonstrated ability to mentor others and contribute to a collaborative and high-performing team culture.
• Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus.

Base Salary Range:

For the Level 2 role, new hires generally start between $27.52/hr - 32.60/hr per year. The full range is $27.52/hr - 41.11/hr per year.

For the Level 3 role, new hires generally start between $31.49/hr - 37.36/hr per year. The full range is $31.49/hr - 47.16/hr per year.

This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate’s qualifications and professional experience uniquely.

#LI-PS #LI-Hybrid

How you’ll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
• Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.

What to expect

• An innovative culture driven by impact, delivering meaningful outcomes.
• Company events that celebrate the spirit of Pokémon.
• Competitive cash-based compensation programs.
• 100% employer-paid healthcare premiums for you.
• Generous paid family leave.
• Employer-paid life insurance.
• Employer-paid long and short-term income protection insurance.
• US Employees: 401k Employer Matching.
• UK/IRE/MX Employees: Pension Employer Contributions.
• Fitness reimbursement.
• LinkedIn learning.
• Comprehensive relocation package for certain roles.
• Hybrid work environment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at [e-mail] .

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