Helpdesk Technician

$65,000 - $85,000/Yr

Sega USA Ltd - Burbank, CA

Full-time - Entry Level

Hybrid - Burbank, CA

1,001-5,000 employees

Machinery Manufacturing

About the position

The Helpdesk Technician at SEGA is a vital member of the Technology Services organization, focusing on customer service and technical support. This role involves investigating and resolving software and hardware issues for SEGA of America employees, ensuring efficient desktop system deployment, and providing excellent customer service. The position requires a hybrid work model, with three days in the office and remote support for employees across various locations.

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.
• Assisting with software and hardware procurement.
• Processing, tracking orders and ensuring delivery to IT staff and associates.
• Helping to maintain inventory of hardware devices and software licenses.
• Helping to manage software and hardware maintenance support contracts.
• Helping with hardware and software deployment projects (i.e. OS upgrades).
• Helping to manage provider accounts.
• Assist in managing accounts for approved cloud apps.

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.
• Ability to act as a positive, friendly team player with the ability to work independently.
• Must have an excellent work ethic and 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.

Benefits

• Hybrid work model
• Competitive salary range of $65,000.00 - $85,000.00