Studio IT Support Administrator

Job Description

INFORMATION TECHNOLOGY AT EPIC

What We Do

Create and maintain a proactive and stable IT environment as well as provide IT support to our Epic people. You will be empowered to shape processes that deliver optimized IT service across our business. Work with emerging technologies while enabling IT success for everyone.

What You'll Do

Epic Games is growing, and we are looking for a Studio IT Support Admin to carry out on site responsibilities of our Service Desk. This individual will collaborate widely with Epic IT at other sites and will be responsible for end user support, maintaining local computing and AV resources. This IT support role handles Tier 1 and 2 support tasks, as well as performing some network and server management tasks. If you're a team player who is passionate about IT and providing excellent service, we want to talk to you!

In this role, you will
• Display advanced level technical skills and the ability to analyze issues, interpret problems, determine root cause analysis, and resolve complex technical problems.
• Demonstrate experience by providing technical customer service, technical support, hardware and software diagnosis, and troubleshooting in a helpdesk type environment, as well as providing technical solution development to end users in large networked environments.
• Have excellent communication skills, be detail oriented, a self-starter and have the ability to prioritize work and multi-task while meeting all tickets/projects SLAs
• Utilize metrics and reporting to identify trends in ticket behavior
• Suggest and implement action plans in response to ticket and customer trends
• Manage user access through AD and other Identity and Access Management tools
• Support mobile devices like Android, iPhones and iPads
• Activate network ports for desktops and network devices
• Perform hardware and Software inventory and asset management
• Support conference rooms and other Audio Visual technologies
• Participate in on-call support rotation with the team for events requiring manual intervention or on-site escalation
• Work with 3rd party vendors for assistance as needed, including all local RMAs for desktop and infrastructure hardware.
• Be responsible for creating IT process documentation

What we're looking for
• Experience using help desk ticketing system ​(JIRA Service Desk is a plus)
• Strong understanding of desktop components and desktop architecture
• Experience building and repairing custom desktops
• Experience using remote support tools
• Experience using backup/recovery software for desktops
• Basic understanding of TCP/IP routing and network protocols
• Ability to troubleshoot network issues, for wireless, LAN, and WAN
• Basic understanding of how DNS, DHCP, DFS, GPO plays in a desktop ecosystem
• Windows 10 experience required
• Experience supporting Mac OS
• Experience using software deployment tools
• Minimum of 5 years of experience working in enterprise level environments
• Someone who is user-focused, passionate, scrappy, solutions-focused, and innovative. These traits equal success at Epic and influence everything we do.

Jobcode: Reference SBJ-ron296-3-12-71-34-42 in your application.