IT Support Specialist

The Studio IT Support Specialist role at PlayStation Global provides helpdesk-level coverage for internal clients, with hands-on troubleshooting across desktop, laptop, and network services. This position is primarily in-person at offices in Playa Vista, California, and includes an off-hours scheduled on-call rotation for system maintenance and emergency support.

Location and Work Schedule

• Location: Los Angeles, CA (onsite)
• On-site reporting: Daily reporting to offices in Playa Vista, California
• On-call rotation: Off-hours availability for scheduled, week-long on-call rotation, including system maintenance and emergencies
• Flexibility: Flexibility is possible, but the role is considered primarily in-person

Salary

USD 86,000 - 129,000 per year

Role Responsibilities

• Provide helpdesk-level support and coverage for internal clients
• Coordinate, diagnose, and troubleshoot incoming employee requests in accordance with established process
• Solve desktop, laptop, and network service issues for local personnel and for employees using network remote access
• Collaborate with remote sites as expected and encouraged
• Deliver timely resolution or escalate issues on behalf of customers to the appropriate technical personnel
• Develop, document, and implement standard operating procedures and customer service guidelines for IT support
• Perform first- and second-level support and troubleshooting for workstation and mobile systems
• Interface directly with end users, lead and resolve incidents efficiently, and maintain high levels of customer support, response, and documentation
• Build and maintain direct relationships with business units as a support resource and contributing member of production teams
• Organize requests, communicate clearly in written and spoken forms across the organization
• Proactively identify potential environment issues and apply performance tuning techniques where applicable
• Research new trends and technologies to test and justify deployments
• Manage inventory of team resources; apply workstation build technologies; configure and administer user account provisioning and permissions
• Support ongoing improvement through skill growth and participation in special projects as needed

Required Qualifications

• Identify and resolve problems in a timely manner; gather and analyze information effectively
• Strength in client hardware and software; strong email or messaging troubleshooting experience
• Mid to advanced-level understanding of Windows OS
• Skilled with Microsoft Office Suite and other production software packages
• Ability to explain system concepts to both end users and technical teams
• Working familiarity with distributed build system concepts
• Familiarity with enterprise storage technologies: SAN, NAS, iSCSI (NetApp, EMC, HDS ideal)
• Basic networking skills
• Knowledge of security concepts and industry best practices
• Ability to work effectively with individuals of varying technical competency, including vendors, management, and staff
• Ability to manage competing demands and adjust approach to fit the situation
• Accountability for actions and follow-through on commitments and required work to meet goals
• Willingness to volunteer, participate in self-development, and seek increased responsibilities
• Ability to operate across multiple projects concurrently and take responsibility for implementation

Preferred Experience

• Linux and Mac OS experience
• Appreciation and experience in platform or computer or video gaming

Technologies

• Windows OS
• Microsoft Office Suite
• Adobe, Maya, Zbrush, Visual Studio
• Distributed build system concepts
• SAN, NAS, iSCSI
• NetApp, EMC, HDS
• Network remote access
• Security concepts and industry best practices

Background Checks and Application Security

• Sony Interactive Entertainment conducts background checks at the offer stage for all new employees, which may include criminal background checks for some roles
• Background checks may require processing personal information
• Any official outreach related to your application will be from an @sony.com email address
• Double-check the spelling on Sony to ensure it is correct and not altered with numbers or symbols
• If outreach comes from an email address that is not @sony.com, it is not affiliated with the company and should be reported as a phishing attempt or scam via the platform or to your email service