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Keywords Studios

IT Helpdesk Technician

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Keywords Studios
πŸ‡ΊπŸ‡Έ Los Angeles, CA

Company Description

The video games industry represents the pinnacle of interactive digital content. At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. We aim to become the β€œgo-to” provider of technical services. By working as their external development partner, we enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In doing so, we enable our clients who are operating in complex and fast moving environments to remain lean and agile, and to focus on creating and monetizing the most engaging experiences. We are trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.


We craft integrated campaigns for passion-driven brands and produce the work these campaigns are built on. We spark & deepen the passion of fans. We cultivate communities of fans who, together, make a brand much bigger than a product. The brands we work with are beloved parts of people's lives & identities, essential meaningful connection points with other people. The work we create becomes an elemental part of a fan's journey & experience with these brands.

Position Summary

Providing front-line remote support for an ultra-fast-paced creative agency in Los Angeles.

Job Responsibilities

  • This is not an exhaustive list of functions, responsibilities may vary dependent on the need of the role and changing business environment.
  • Provide Tier 1 Tech Support, 1st point of contact (100+ users)
  • Respond to Help-Desk channel requests via Slack in a timely manner
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Diagnose and resolve basic computer technical issues
  • Install, make changes and repair computer hardware and software
  • Document all interactions
  • Escalate issues to the next tier
  • Follow-up with users to ensure issues are resolved
  • Training Document Curation
  • Introduction calls/training for on-boarding
  • Assist Asset Administrator with equipment prep
  • Assist Systems Administrator with software deployment and issues
  • Assist IT Director with document curation
  • Identify and suggest possible improvements on procedures


  • Proven experience as a help desk / desktop support technician
  • Good understanding of computer systems, mobile devices and other tech products
  • A+ Certification preferred (but not necessary)
  • Some networking training (TCP/IP, DNS, VLAN)
  • 2+ years of experience with Windows 10 Pro and macOS
  • 2+ years of experience building gaming PCs
  • 1+ year working in a Windows domain environment
  • 1+ year of working with Office 365
  • 1+ year of Teamviewer, RDP and ARD experience
  • 1+ year of cmd, powershell and terminal experience
  • MS Word, Excel, Outlook experience
  • Quickbooks server experience
  • Excellent written and oral communication skills
  • Detail-oriented, highly organized note-taking

Required Availability

  • Working 5 days per week with shift/site rotation and on call rotation
  • Available to work in an β€˜out of hours’ schedule
  • Available to work additional hours as required to fulfill the requirements of the role. This may include extended shifts and occasional weekend work
  • Some travel might be required


  • Work alongside dynamic individuals in the gaming industry
  • Work within a company with upward career growth opportunities