About the role
Role Location and Terms
- Location: Los Angeles area, within commuting distance of El Segundo, CA.
- Employment Type: Full time.
- Location Type: Onsite/hybrid.
About the Role
- You are the first point of contact when technology gets in the way of someone's work.
- You will own tier-1 support end to end — triaging requests, resolving what you can on the spot, and escalating cleanly to Technical Support Operations when you can't.
- A hands-on role on a small, high-trust team where the quality of your work is felt studio-wide every day.
- You will support artists, designers, engineers, and operations staff.
Responsibilities
- Front Line Ownership: Intake, triage, and first response for all IT requests across chat, ticketing, and walk-ups.
- SaaS Administration: Resolve high-volume work including access and permission grants across Okta, Google Workspace, Slack, Atlassian, and wider SaaS estate; license and seat requests; MFA, VPN, and connectivity; software installs; printer and peripheral setup.
- Development Toolchain and Hardware: Support Perforce, Xcode, and Unity setup, build troubleshooting, console dev kits, the shared test-device fleet, and platform-store accounts (App Store Connect, Google Play Console, Steamworks).
- IT Lifecycle Management: Provision, image, and hand off laptops and workstations for new hires; run IT lifecycle work with People Ops including day-one setup, role and entity changes, contractor renewals, leave transitions, and offboarding through to device return and data handling.
- Access and Security: Provision and deprovision external partner, vendor, and contractor access; administer AI tool seats and spend limits against studio guidelines.
- AV and Studio Support: Support meeting rooms and studio AV, including Zoom Room provisioning, hardware maintenance, live issue resolution, and on-site support for studio events.
- Escalation: Escalate to Technical Support Operations with clear reproduction steps, context, and documentation of prior troubleshooting efforts.
- Asset Management: Keep asset records accurate with IT Asset Management to track hardware and licenses.
- Documentation: Write and maintain self-service documentation to reduce repeat tickets and flag patterns for upstream fixes.
Requirements
- 1–3 years in IT support, service desk, or comparable hands-on technical support.
- Working knowledge of macOS and Windows in a managed environment, with comfort around MDM, identity and SSO, and endpoint tooling.
- Comfort administering SaaS platforms including group-based entitlement, SCIM provisioning, and least-privilege judgment on access requests.
- Solid grasp of the everyday stack: Google Workspace or Microsoft 365, Slack, VPN, and ticketing systems.
- Basic network troubleshooting (Wi-Fi, DNS, DHCP, and general connectivity).
- Clear, patient written and verbal communication with non-technical colleagues.
- Strong judgment regarding triage versus routing and the discipline to document all actions.
- Genuine care for the people supported.
Nice to Have
- Hands-on experience with Okta, Atlassian, Jamf or Intune, Google Workspace, Slack, Zoom, or 1Password.
- Experience in a game or digital content creation studio, supporting artists, designers, and engineers.
- Perforce and Unity or Unreal experience; Xcode provisioning, console dev-kit, or platform-store administration.
- Okta administration and light scripting for repetitive tasks (Okta Workflows, Apps Script, Bash, PowerShell, or Python).
- Experience supporting teams across US and APAC time zones.
- Familiarity with security hygiene practices and working alongside a security team.
- AV and live event support experience.
Six-Month Success Metrics
- Tier-1 requests are resolved at first contact more often than not, within agreed response targets.
- New hires receive a working setup on day one without issue.
- Offboarding is closed end to end, including device return and asset record updates.
- Self-service documentation has meaningfully reduced repeat tickets.
- Escalations arrive well-scoped, allowing Technical Support Operations to focus on complex problems.
Compensation and Benefits
- Salary Range: $55,500 USD to $87,000 USD annually.
- Bonus: Opportunity to earn an annual discretionary bonus.
- Healthcare: Employees and their dependents receive medical, dental, and vision coverage starting on the first day of employment.
- Leave: Paid Time Off, Holidays, and two weeks of winter break.
- Compassionate Leave: Available for employees to care for family members.
- Wellness and Work-from-Home: Pre-tax wellness stipend and pre-tax work-from-home stipend.
- Financial Planning: 401K program with company match.
- Support: Mental health resources including Headspace membership and Employee Assistance Program (EAP).
- Additional: Pet insurance, discount portal for goods and services, and access to professional development support.
Employment Terms
- Applicants must be authorized to work for any employer in the U.S.
- The company is unable to sponsor or take over sponsorship of an employment Visa.