Schell Games is a highly talented group of artists, programmers, producers, and game designers led by game industry veteran Jesse Schell. We like creating family-friendly games that are transformational and fun. Presently, we focus on creating a wide variety of innovative gaming experiences including theme park installations, web-based MMOs, next-generation consoles, social games, and mobile platforms.
Do you believe games can be fun and emotionally engaging? Would you agree that games can positively affect people?
If you answered "YES!" to both questions, you might be a fit for our studio!
HELP DESK LEAD POSITION
Schell Games is looking for a service-oriented Help Desk Lead to join our Operations and IT team. This position will report to the Senior Director of IT & Facilities, and manage a help desk technician. This position will also play an active role as an individual contributor in help desk support and ticket resolution. As Help Desk Lead, you are an expert in your discipline and share your knowledge with the rest of the team. You set a high bar for delivery and hold others on your team accountable. You are deeply familiar with IT best practices, and identify and help improve faulty processes. You are a prime example to others of what a Help Desk Lead should be, and you actively promote those values.
AREAS OF RESPONSIBILITY:
Plan, direct, and coordinate daily activities of the help desk team
Manage, prioritize, and resolve help desk tickets, maintaining a high bar for response and resolution times and escalating tickets to senior IT team as necessary
Manage help desk personnel including career development, mentoring, and training
Manage new hire hardware/software preparation and onboarding
Manage and maintain IT support documentation
Maintain IT inventory for PC builds, VR hardware, and basic IT supplies
Update PC build standards annually or as necessary
Strong technical knowledge of Microsoft Windows and Active Directory
Manage IT equipment in conference rooms and demo areas
DESIRED SKILLS & EXPERIENCE:
At least 8 years of progressive help desk management of similar (or larger) company sizes
Excellent customer service skills
Excellent troubleshooting & diagnostic skills with an analytic approach to problem-solving
Excellent verbal and written communication skills
Excellent interpersonal skills
Good time management skills
Ability to work and remain calm under pressure
Ability to lead and work within a team
Experience with Google G-Suite a plus
Requires repetitive movements
Ability to lift 40+ pounds
Physical dexterity for setting up computers, IT hardware, desktop stations and office furniture
Ability to move and lift assembled office furniture and IT hardware
Squatting, crouching, standing, lifting
Return to the studio's home page.
The candidate selected for this position will be subject to standard employment verification and criminal background check upon offer of contingent employment.
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