IT Support Coordinator

Sony Interactive Entertainment is seeking an IT Support Coordinator to support both infrastructure and the people working on games. This contract role is based in Bellevue, WA and focuses on providing dependable ticket support, triaging incoming requests, and coordinating with IT Support to keep service levels on track.

You will serve as a key point of contact for customer service requests, helping gather the information needed to resolve issues, escalating appropriately when broader support is required, and contributing to ongoing improvements in responsiveness. The work also includes routine updates to dashboards and analytics using JIRA reporting to support measurable performance gains across PSS.

What You’ll Do

• Coordinate with IT Support to help balance workload and response coverage.
• Monitor staff issue queues and oversee items that require responses.
• Monitor the unassigned queue to support prompt handling within SLA expectations.
• Communicate with customers as needed, including collecting additional details and notifying them of changes.
• Improve customer service perception and satisfaction by driving fast turnaround for customer requests.
• Escalate service requests to the appropriate teams when necessary.
• Support day-to-day IT queue operations with some supervision.
• Act as a point of contact for all types of service requests.
• Maintain documentation by updating records as processes and changes occur.
• Triages service requests based on urgency and scope of impact.
• Update KPI Dashboards on a weekly basis.
• Develop and report JIRA dashboard analytics to help drive support performance improvements.
• Partner with other studios to introduce ticket handling improvements and optimize support processes across PSS.

Required Qualifications

• Basic computer and operating system skills.
• Strong organizational and prioritization skills, with attention to detail while managing competing priorities.
• Ability to learn quickly in a highly technical, fast-paced, deadline-intensive environment.
• Excellent written and oral communication skills.
• Experience in a role with direct customer contact (internal and external customers).
• Ability to work in a team and communicate effectively.
• Experience using Jira Service Management or other IT Service Management (Ticketing) tools.

Tools and Technologies

• Jira Service Management
• JIRA
• IT Service Management (Ticketing) tools
• JIRA dashboard analytics
• KPI Dashboards

Benefits

• Medical
• Dental
• Vision

Location: United States, Bellevue, WA (onsite). Compensation: USD 36 to 50 per hour. Job Type: contract.

Nice to Have

• CompTIA A+ Certification
• Self-starter who can operate with limited supervision
• Degree in an IT associated field of study