Helpdesk Technician

Sega of America - Burbank, CA

Full-time

Hybrid - Burbank, CA

Amusement, Gambling, and Recreation Industries

About the position

This person is a member of a customer service-focused Technology Services organization and will be responsible for being a key contributor to the team in a system support capacity. This role is responsible for investigating and resolving software and hardware problems for the Sega of America and exemplifying excellent customer service skills and enthusiasm. Work closely with the Sr. Helpdesk Technician and Technology Services Team to manage desktop system deployment projects, focusing on the successful roll-out of applications that improve productivity, and efficiency and otherwise provide tools that enable the organization. This role reports to the Manager, Technology Operations & Cybersecurity. In general, the role will require work in the office three days per week and otherwise remote support from home. While the position is based in Burbank, the role will be a key member of the team supporting all Sega of America employees remotely and may need to travel to other offices, such as Irvine.

Responsibilities

• Tracking, resolving, and closing helpdesk tickets.
• Answering, evaluating, and resolving assigned support requests from Sega of America staff experiencing problems with hardware, software, networking, etc.
• Monitoring the helpdesk ticket queue and escalating to team members when needed.
• Installing computer hardware and software.
• Providing training on the proper use of systems and software.
• Assisting staff with the setup of audio, video and web conferencing.
• Assisting with and training users on various presentation systems.
• Supporting and assisting staff with hardware/software phones.
• Providing support for scanning and printing services.
• Providing remote assistance for employees in multiple offices.
• Troubleshooting, identifying, and escalating issues requiring urgent attention.
• Other tasks as requested by Technology Services management.

Requirements

• Exceptional customer service/people skills.
• Strong analytical, problem-solving skills.
• Excellent knowledge of productivity software (e.g. Microsoft Office suite) in a mixed platform (PC/MAC) environment.
• Familiar with project management software and tools.
• Excellent knowledge of communication and collaboration applications.
• Experience installing and supporting hardware peripherals and networked devices.
• Experience with remote support applications.
• Excellent written and verbal communication skills.
• Act as a positive, friendly team player with the ability to work independently.
• Must have an excellent work ethic, attention to detail.
• Ability to multi-task and prioritize tasks.

Nice-to-haves

• Bachelor's degree, preferably in computer science or equivalent experience.
• Achievement of or working towards key industry certifications (CompTIA A+, MCP, etc.) would be a huge plus.
• Experience rolling out new applications and solutions.
• Experience managing end-points using security and management tools.