The IT Studio Admin is responsible for delivering onsite and remote support in accordance with IT service level agreements. 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. By partnering with end-users and technology groups, the admin ensures all incidents are handled, resolved, and reported back within the promised timeframes. This role handles Tier 1 and 2 support tasks, as well as performing some network and server management tasks.

Main responsibilities:

Meet all tickets/projects SLAs
Workstation imaging via MDT, WDS, WS1 Acronis, SCCM, etc.
Responsible for supporting mobile devices like Android, iPhones and iPads
Responsible for local hardware setups and software support for new hires, visitors and contractors
Responsible for activating network ports for all desktops and network devices (computers and wireless access points)
Identity management through Active Directory & Okta
Hardware inventory and asset management
Conference Room/Audio Visual support and technical support for company events
Monitor and audit health of local infrastructure, and 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.

Person specification:

Soft Skills

Strong customer service skills
Must be able to work well independently
Ability to prioritize and quickly resolve issues
Excellent analytical and problem solving skills
Excellent verbal and written communication skills
Effective prioritization and project management skills
Strong organization skills
Good/humble/fun personality
Passionate about IT and service delivery
Good coordination skills to collaborate with other teams
Experience participating in a On-call rotation

Technical Skills

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 (example; Dameware)
Maintaining desktop documentation (Confluence is a plus)
Experience dealing with incident troubleshooting and escalation procedures
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 7,10 required, Server 2008/2012 a plus
Experience supporting Mac OS required
Experience using software deployment tools
Basic experience with A/V hardware and conference room setups (Control4 a plus)
Basic support of video conferencing solutions such as Lifesize, Google Hangouts, etc.
Familiarity with ITIL a plus
Experience developing scripts to automate day to day desktop activities a strong plus (PowerShell, shell scripting, or python)
Familiarity with version control systems such as Git, Perforce a plus
Experience supporting Atlassian suite products like JIRA, Confluence and JIRA Service Desk a plus

Education Requirements

BSc in Computer Science or MCITP/ A+/ Network+. CCNA, Security+ and ITIL certifications is a plus

Experience

4+ years in IT support, 3+ years in desktop support environments

Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy.