IT Hardware Generalist

What You Will Do

• Serve as the main support contact for hardware issues within Naughty Dog
• Build, configure, maintain, and repair bespoke workstations
• Prioritize and manage multiple support requests while maintaining SLA expectations
• Perform remote and local troubleshooting through various diagnostic techniques
• Follow up with users and see problems through to resolution
• Properly escalate unresolved queries to the next level of support
• Install, modify, and repair computer hardware, software, and peripherals for users
• Track hardware assets from procurement through deployment, maintenance, and retirement
• Maintain accurate inventory records and hardware documentation
• Perform relocation of workstations, lab equipment, and servers throughout the studio
• Record, track, and document the help desk request problem-solving process from creation to resolution
• Provide white glove service to VIP executives and studio visitors

Skills You Will Use

• Must have 3+ years of working experience in providing help desk support in a studio or enterprise environment
• Expert knowledge of PC hardware architecture, workstation assembly, deployment, troubleshooting, and repair
• Strong client-facing and communication skills
• Strong understanding of the Microsoft Windows 11 operating system
• Experience with Jira Service Management, ServiceNow, Zendesk, or similar ticketing systems
• Proficiency in Microsoft Office 365
• Strong understanding of TCP networking and other basic networking protocols

Bonus Skills

• Operating Systems: Linux, Mac OS, Windows Server 2022
• Languages: Python, SQL, PowerShell, Bash
• Familiarity with live streaming hardware and software
• Familiarity with Sony PlayStation 5 hardware, software interfaces and peripherals
• Passion for games

Benefits

The estimated base pay range for this role is $34—$42 USD. This role is eligible for benefits including medical, dental, and vision.