IT Support Specialist

Responsibilities

• Serve as the primary IT point of contact for EHG users for technical assistance, equipment requests, access coordination, and issue triage.
• Provide hands-on and remote support for Windows 10/11, macOS, Linux, peripherals, mobile devices, and user productivity tools.
• Diagnose and resolve technical hardware, software, network, VPN, and account-related issues, escalating to KA IT, HQ IT, Security, Network, or Systems teams as needed.
• Provision, configure, deploy, ship, receive, and maintain workstations, laptops, loaner/travel equipment, monitors, peripherals, and other EHG support hardware.
• Maintain accurate asset inventory and lifecycle records for EHG-supported equipment in alignment with KA IT procedures and audit requirements.
• Support procurement, warranty, repair, replacement, return, and disposal workflows for EHG hardware and software requests.
• Perform or coordinate approved user lifecycle and access administration in Active Directory, identity platforms, endpoint management tools, and service admin consoles in accordance with KA/HQ IT standards.
• Apply KRAFTON security requirements and endpoint standards to EHG workstations, including device compliance, endpoint protection, patching, VPN, and baseline configuration.
• Support applications common to game development and remote studio operations, including Perforce, Unreal Engine, Parsec, VPN, collaboration tools, and other studio-specific software.
• Aid in onboarding and offboarding for EHG employees and contractors, including account readiness, device setup, software access, and equipment recovery.
• Act as an IT liaison between EHG, KA IT, HQ IT, and other KRAFTON technology teams to ensure requests are routed, tracked, and resolved appropriately.
• Document support processes, standard operating procedures, knowledge-base articles, asset records, and ticket updates clearly and consistently.
• Identify and recommend improvements to EHG support workflows, equipment handling, procurement, asset management, onboarding, and request intake.
• Provide Audio Visual and conference room support as needed, including projectors, conferencing equipment, meeting peripherals, and related user support.
• Coordinate with KRAFTON global offices and HQ IT teams when required to align with global IT standards, access controls, and operational practices.

Qualifications

• 3+ years of experience working in an IT support, IT operations, desktop support, systems support, or similar role.
• BS in Computer Science, MIS, Information Technology, or similar field preferred; technology certifications and/or equivalent work experience may be used in place of a degree.
• Strong knowledge of Windows and macOS operating systems, application support, troubleshooting, and endpoint administration.
• Working knowledge of Linux and Windows Server environments.
• Experience with Active Directory, identity and access management concepts, group membership, permissions, and user lifecycle support.
• Experience with endpoint and device management tools such as Intune, Jamf, SCCM, or similar platforms.
• Strong knowledge of networking principles and technologies, including DNS, DHCP, VLANs, VPN, wireless, firewalls, and general LAN/WAN troubleshooting.
• Experience with incident management, request management, change management, documentation, and ticketing systems such as ServiceNow, Jira Service Management, or similar tools.
• Ability to support remote and distributed users while also managing physical equipment, inventory, staging, storage, and shipment workflows.
• Excellent problem-solving skills with the ability to prioritize multiple requests, communicate status clearly, and manage follow-through across teams.
• Excellent communication, customer service, teamwork, and stakeholder-management skills.
• Comfort working with administrative access and sensitive systems in a security-conscious environment.
• Detail-oriented, organized, and able to work independently or in a team setting.
• Ability to lift, pull, and/or carry up to 50 lbs.