Production - Production Technician I

Mindlance; Burbank (CA); On-site; USD 50,000 - 85,000; Full time

Job summary

An established industry player is seeking an IT Support Analyst to enhance their desktop environment operations across multiple studios. This role involves providing essential support for Windows and Mac systems, managing SaaS applications, and ensuring seamless onboarding for new hires. The ideal candidate will have a solid background in IT support, excellent customer service skills, and proficiency in tools like Jira and ServiceNow. Join a dynamic team where your contributions will directly impact the efficiency and effectiveness of IT operations in a vibrant gaming environment.

Qualifications

• 3+ years in IT support in a corporate environment.
• Experience with SaaS and Active Directory management.

Responsibilities

• Provide 1st and 2nd Level support for Windows and Mac workstations.
• Monitor and triage support tickets efficiently.

Skills

Windows Support

MacOS Support

SaaS Administration

Active Directory Management

Customer Service Skills

PowerShell Scripting

TCP/IP LAN & WAN

Mobile Device Management

Education

College diploma in computers

Tools

Jira Service Desk

ServiceNow

SCCM

JAMF

Office 365

AWS

Job description

Job Description: JOB TITLE: IT Support Analyst

LOCATION: Games Burbank, Burbank, CA
REPORTS TO (Title): IT Manager


SUMMARY OF POSITION:
Leading worldwide publisher, developer, licensor and distributor of entertainment content for the interactive space across all platforms, including console, handheld, mobile and PC-based gaming for both internal and third-party game titles. Games studios include Avalanche, NetherRealm Studios, Rocksteady Studios, TT Games, Games Boston, WB Games Montreal, Games New York, and Games San Francisco.

The IT Support Analyst will be involved in the operations and support of the desktop environment for multiple WB Games studios, locally and regionally. This will include configuration, deployments and automation. The IT Support Analyst will also be responsible to provide 1st and/or 2nd Level support to end users and will assure service desk coordination.

Job Responsibilities % of Time
Local studio IT support.
Support of approximately 50 Windows and Mac workstations environment and troubleshoot all technical issues related to standard desktops and active directory. Additional local onsite IT support that could include conference room setup, networking issues, server rack maintenance, and project work. 25%
Deployment of Burbank workstations and software as well as management of their patches and security updates. 15%
Create, maintain and document procedures related to the Burbank environment and regional IT support. 5%

SaaS administration for apps such as Box, Aspera, Atlassian instances etc. As well as other daily operational tasks related to user management e.g.: AWS, and Okta. 10%
Monitor and triage all support tickets within the business while working with internal IT support staff to prioritize and resolve them in an efficient manner. Monitor and resolve all support requests related to Games Burbank. 25%
On-board new hires by ensuring workstation setups are pre-deployed and ensuring new accounts have been set up in various SAAS platforms such as Zoom, PagerDuty, Trello, and Okta.
10%
Manage the Active Directory group membership and provide day to day troubleshooting as needed.
10%
100%

WHO ASSIGNS WORK TO THIS POSITION? (LIST TITLES)
• IT Manager
• Lead IT Analyst









SUPERVISORY RESPONSIBILITES: Indicate Yes (Y), No (N), Or Recommends (R)

Supervises other employees? (N)
Makes employment decisions? (N)
Employment Decision Yes (Y) / No (N) / Recommends (R)
Hire N
Performance N
Compensation N
Discipline N

If another position must approve employment decisions, please indicate title:


JOB QUALIFICATION STANDARDS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Experience

• 3+ years of experience working in a similar position in a corporate environment.
• Service Desk experience, such as Jira Service Desk, ServiceNow

Education, Professional Training, Technical Training or Certification
• College (or higher) diploma in computers.

Knowledge/Skills
• Experience supporting Windows and MacOS.
• Experience with SCCM and JAMF
• SaaS administration
• Office 365 administration
• Active Directory accounts management, etc.
• Anti-Virus.
• Automated software and OS deployment
• Scripting - PowerShell
• TCP/IP LAN & WAN.
• Mobile device management
• AWS experience is a plus
• Excellent customer service skills
• Team player


Other Requirements
•


Management has the right to add or change duties and job requirements at any time.
Comments for Suppliers:

EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”