About the position
The Helpdesk Administrator at Gearbox will be a key member of a high-performing helpdesk team, responsible for providing technical support and assistance related to computer systems, hardware, and software. This role requires a friendly and proactive individual who can tackle a variety of technical challenges, mentor team members, and contribute to improving support processes. The position is based on-site in Frisco, Texas, and may involve after-hours and weekend work.
Responsibilities
- Provide technical support and assistance related to computer systems, hardware, and software
- Mentor other team members in technical matters and first-class support approaches
- Develop a system to deploy PCs to employees in less than ten minutes
- Support high-end PCs for developers with advanced specifications
- Create an inventory system for efficient asset management
- Troubleshoot wired, wireless, and VPN connectivity issues
- Implement a software deployment system for applications and system patches
- Assist with gaming systems and developer kits
- Resolve issues escalated by Helpdesk Technicians
Requirements
- Outstanding customer service and interaction skills, both verbal and written
- Strong history of start-to-finish hands-on support and creative problem solving
- Advanced troubleshooting experience with desktop PC hardware and peripherals
- In-depth experience with Windows OS and applications in a networked environment
- Experience with device management tools such as Microsoft InTune
- Proficient in Microsoft Administration tools (Active Directory, Group Policy)
- Familiarity with game development and design software (Autodesk, Adobe Creative Cloud, Unreal Engine)
- Strong communication skills, able to interact with both executive and non-executive studio team members
- Familiarity with an issue tracking system, including reporting and metrics (Jira preferred)
- Ability to work well as part of a team in a fun, fast-paced environment
- Able to lift 50 pounds of equipment
Nice-to-haves
- Familiarity with Linux systems
- Familiarity with Mac systems
- Familiarity with TCP/IP networking
- Experience with CI/CD tools such as Perforce
