Helpdesk Technician

Hybrid Work Model

#LI-hybrid

SEGA of America, Inc. is a rapidly expanding video games publisher and developer within the western market, and is the US arm of SEGA Sammy, a world leader in the provision of interactive entertainment both inside and outside the home.  SEGA develops, publishes, and distributes interactive entertainment software products for a variety of hardware platforms such as Xbox, PlayStation platforms, Nintendo platforms, PC and wireless devices. 

Job Summary:

SEGA of America is seeking a detail-oriented and technically skilled IT Helpdesk Technician to join our Technology Services team in a hybrid capacity based in Irvine, CA. This role will be central to supporting SEGA’s IT systems and resolving endpoint issues, delivering hands-on and remote assistance for hardware, software, and networking needs.

As a key member of the team, you will handle technical troubleshooting, manage desktop system deployments, and provide top-tier customer service to employees across multiple offices. The position involves both onsite support three days a week at the Irvine office and remote assistance, with occasional travel to the Burbank office.

To succeed in this role, you must have strong technical troubleshooting abilities, excellent communication skills, and the ability to interface seamlessly with both technical and non-technical teams. Responsibilities include provisioning end-user devices, supporting meeting room A/V setups, maintaining IT hardware inventory, and assisting with special projects. This role requires attention to detail, a proactive approach, and the ability to prioritize and resolve issues within established service level agreements (SLAs).

What You’ll Do

Technical Support

• Provide onsite and remote support for computers, mobile devices, and conference room A/V systems.
• Assist with diagnosing and resolving network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.

Device Management and Configuration

• Configure, install, deploy, and maintain end-user computing equipment, operating systems, software applications, and peripherals.
• Utilize device management systems such as Active Directory, Endpoint Central, JAMF, and Intune to troubleshoot and manage devices.

Application and Account Support

• Provide software support for applications including Adobe Suite, Jira, Confluence, and Office 365.
• Manage user accounts, permissions, and security groups across various platforms to ensure secure and timely access management.

Documentation

• Create, edit, and improve technical articles, documentation, and procedures for IT systems at SEGA.

Inventory and Procurement

• Assist with inventory tracking, lifecycle management, and procurement of IT hardware and software assets.
• Process orders, track deliveries, and ensure timely receipt of technology-related equipment.

Project and Team Support

• Support deployment initiatives such as hardware rollouts and software updates (e.g., OS upgrades).
• Take ownership of special projects, involve relevant teams, and ensure timely completion.

Ticket Management

• Manage day-to-day helpdesk tickets and resolve issues within SLA timelines as defined by IT Operations policies.

Process Improvement and Collaboration

• Identify and recommend improvements to IT processes, tools, and services to enhance user satisfaction and operational efficiency.
• Collaborate with IT team members to escalate complex issues and share knowledge to improve team capabilities.

Professional Development

• Actively pursue opportunities to expand technical skills, stay informed about emerging technologies, and adapt to evolving IT landscapes.

What You’ll Bring

• Minimum of two years of systems support experience in an enterprise environment.
• In-depth knowledge of operating systems, O365 administrative tools, and endpoint management applications with the ability to troubleshoot complex issues.
• Strong comfortability in utilizing modern AI tools to automate processes, create documentation, or enhance understanding.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Ability to work well under pressure and manage multiple priorities in a fast-paced environment.
• Commitment to professional development and staying current with industry developments and best practices.

Bonus Points

• Demonstrable desire to learn and take on technology related projects outside of work.
• Achievement of industry related certifications such as CompTIA A+, Microsoft 365 Modern Desktop Administrator, or similar.
• Bachelor’s degree in computer information systems or related field.