IT Support Analyst

Job Description

The Job

Warner Bros. Interactive Entertainment (WBIE) is a leading worldwide publisher, developer, licensor and distributor of entertainment content for the interactive space across all platforms, including console, handheld, mobile and PC-based gaming for both internal and third-party game titles. WB Games studios include Avalanche, Monolith Productions, NetherRealm Studios, Playdemic, Rocksteady Studios, TT Games, WB Games Boston, WB Games Montreal, WB Games New York, and WB Games San Francisco.

The IT Support Analyst will be involved in the operations and support of the desktop environment for multiple WB Games studios, locally and globally. This will include configuration, deployments and automation. The IT Support Analyst will also be responsible to provide 1st and/or 2nd Level support to end users and will assure service desk coordination.

The Daily
• Support of approximately 50 Windows and Mac workstations environment and troubleshoot all technical issues related to standard desktops and active directory. Additional local onsite IT support that could include conference room setup, networking issues, server rack maintenance, and project work
• Deployment of WBIE New York workstations and software as well as management of their patches and security updates.
• Create, maintain and document procedures related to the New York environment and global IT support.
• Serve as primary system engineer for Jamf MDM for WBIE – create packages, polices, and manage infrastructure. Additional support in SCCM also required.
• SaaS administration for WBIE apps such as Box, Aspera, Atlassian instances etc. As well as other daily operational tasks related to user management e.g.: AWS, and Okta.
• Monitor and triage all support tickets within the business while working with internal IT support staff to prioritize and resolve them in an efficient manner. Monitor and resolve all support requests related to WB Games New York.
• On-board new hires by ensuring workstation setups are pre-deployed and ensuring new accounts have been set up in various SAAS platforms such as Zoom, PagerDuty, Trello, and Okta.
• Serve as a technical point of contact into WBT i.e. amer.warnerbros.com related issues and tasks. Manage the Active Directory group membership and provide day to day troubleshooting as needed.

The Essentials
• 3+ years of experience working in a similar position in a corporate environment
• Service Desk experience, such as Jira Service Desk
• College (or higher) diploma in computers
• Experience supporting Windows 10 and Windows Server
• Experience supporting Windows and MacOS
• Experience with SCCM and JAMF
• SaaS administration
• Active Directory accounts management, etc.
• Anti-Virus
• Automated software and OS deployment
• Programing or scripting
• TCP/IP LAN & WAN
• Mobile device management
• Excellent customer service skills
• Team player

Jobcode: Reference SBJ-gq5wem-3-145-59-187-42 in your application.