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Aquent Talent · 8 hours ago

Information Technology Support Analyst

Redmond, WA

Full-time

Hybrid

New Grad, Entry Level

$30/hr - $31/hr

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands. The Information Technology Support Analyst provides onsite and remote IT support in a fast-paced game studio environment, focusing on service desk operations, incident management, and hands-on support for studio hardware.

EmploymentRecruitingStaffing Agency

Growth Opportunities

H1B Sponsor Likely

Hiring Manager

Andy Dosev

Responsibilities

Incident, Problem & Service Desk Support

Triage, work, and resolve incidents and service requests according to SLAs (TTA and TTR)

Independently diagnose and resolve hardware and software issues onsite and remotely

Provide clear, accurate guidance to end-users and set expectations throughout the support lifecycle

Identify recurring issues, contribute to root cause investigation, and escalate appropriately

Maintain internal documentation for all resolved issues and ensure studio-facing documentation is accurate and up to date

Collaboration & Ticketing

Maintain accurate, timely ticket updates and collaborate with other IT teams to deliver strong service levels

Interface professionally with partner IT organizations (Corp IT, Gaming/XGS/MLS) to coordinate escalations and shared support responsibilities

Datacenter / Studio Lab Support

Monitor and repair on-premises and MLS-hosted lab hardware (RTC-4/RTC-5)

Perform onsite hardware upgrades, replacements, patching, reboots, warranty service, and incident response

Provide hands-on support for servers, dev kits, retail kits, high-end monitors, and remote user PCs

Asset Management & Vendor Coordination

Maintain asset records for equipment, fixed assets, and licensed software inventories

Ensure assets are operational, inventory levels are maintained, and records reconcile with accounting systems

Coordinate with external vendors for hardware ordering, RMAs, repairs, and warranty replacements

Support asset lifecycle workflows including deployment, repair, replacement, and decommissioning

Physical Requirements

Ability to lift and move IT hardware weighing up to 40 pounds

Qualification

Break/fix troubleshootingAsset management systemsJira Service ManagementHigh-pace multitaskingGame Studio IT SupportCommunication skills

Required

Provide onsite and remote IT support in a fast-paced, agile game studio environment

Support service desk operations, incident and problem management, asset lifecycle management, and hands-on studio and lab support

Independently triage, diagnose, and resolve break/fix issues across game-studio hardware (including dev kits, retail kits, high-end monitors, peripherals, and workstations)

Communicate clearly, maintain disciplined documentation, and represent IT professionally

Adhere to SLAs for time to acknowledge (TTA) and time to resolve (TTR)