IT Support Specialist

IT Support Specialist

Onsite/hybrid - Los Angeles area, within commuting distance of El Segundo, CA

About the role

You are the first point of contact when technology gets in the way of someone's work. You'll own tier-1 support end to end - triaging requests, resolving what you can on the spot, and escalating cleanly to Technical Support Operations when you can't.

It's a hands-on role on a small, high-trust team, and the quality of your work is felt studio-wide every day. You'll support artists, designers, engineers and operations staff, so your queue ranges wider than a typical corporate service desk.

What you'll do

• Own the front line - intake, triage, and first response for all IT requests across chat, ticketing, and walk-ups.

• Resolve the highest-volume work directly: access and permission grants across Okta, Google Workspace, Slack, Atlassian, and our wider SaaS estate; license and seat requests; MFA, VPN, and connectivity; software installs; printer and peripheral setup.

• Support the development toolchain and hardware - Perforce, Xcode, and Unity setup, build troubleshooting, console dev kits, the shared test-device fleet, and platform-store accounts (App Store Connect, Google Play Console, Steamworks).

• Provision, image, and hand off laptops and workstations for new hires, and run IT lifecycle work with People Ops - day-one setup, role and entity changes, contractor renewals, leave transitions, and offboarding through to device return and data handling.

• Provision and deprovision external partner, vendor, and contractor access, and administer AI tool seats and spend limits against studio guidelines.

• Support meeting rooms and studio AV - Zoom Room provisioning, keeping hardware working, resolving issues live, and on-site support for studio events.

• Escalate to Technical Support Operations with clear reproduction steps, context, and everything you've already tried.

• Keep asset records accurate with IT Asset Management, so hardware and licenses stay tracked.

• Write and maintain self-service documentation so recurring questions stop becoming tickets, and flag patterns worth fixing upstream.

What we're looking for

• 1-3 years in IT support, service desk, or comparable hands-on technical support.

• Working knowledge of macOS and Windows in a managed environment, with comfort around MDM, identity and SSO, and endpoint tooling.

• Comfort administering SaaS platforms, not just using them - group-based entitlement, SCIM provisioning, and least-privilege judgment on access requests.

• A solid grasp of the everyday stack: Google Workspace or Microsoft 365, Slack, VPN, and ticketing systems.

• Basic network troubleshooting - Wi-Fi, DNS, DHCP, and general connectivity.

• Clear, patient written and verbal communication with non-technical colleagues. You explain rather than jargon.

• Strong judgment about what to solve yourself and what to escalate, and the discipline to document either way. Tickets arrive without a priority signal, so triage is judgment rather than routing.

• Genuine care for the people you support. This role is as much service as it is technical.

Nice to have

• Hands-on with Okta, Atlassian, Jamf or Intune, Google Workspace, Slack, Zoom, or 1Password - or close equivalents.

• Experience in a game or digital content creation studio, supporting artists, designers, and engineers.

• Perforce and Unity or Unreal experience; Xcode provisioning, console dev-kit, or platform-store administration.

• Okta administration and light scripting for repetitive tasks (Okta Workflows, Apps Script, Bash, PowerShell, or Python).

• Supporting teams across US and APAC time zones.

• Familiarity with security hygiene practices and working alongside a security team.

• AV and live event support experience.

What success looks like at six months

• Tier-1 requests are resolved at first contact more often than not, within agreed response targets.

• New hires get a working setup on day one without having to chase anyone.

• Offboarding closes end to end - device return and asset records, not just account deactivation.

• Self-service documentation has meaningfully reduced repeat tickets.

• Escalations arrive well-scoped, so Technical Support Operations spends its time on the hard problems.

Perks:

• Paid Time Off, Holidays and Two Weeks Winter Break

• Employees and their dependents get medical, dental, and vision coverage, regardless of their level, tenure, or position within the company. Moreover, these benefits start on the first day of the job-there’s no waiting period before they kick in.

• Pet Insurance for those who need it too.

• Compassionate leave for employees who needs to take care of their family members

• Pre-tax wellness stipend

• Pre-tax work from home stipend

• Access our savings plan (401K program) with company match

• Mental health resources including Headspace membership and Employee Assistance Program (EAP)

• Discount portal for everyday goods and servicesEmployee inclusive and diversity initiatives such as Grow Together

• Support for personal professional development

We look forward to meeting you!

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The salary range for this position is $55,500 USD to $ 87,000 USD annually, with the

opportunity to earn an annual discretionary bonus. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which currently include the following: medical, dental, vision, 401k, and paid time off.

Our base pay is benchmarked against regional market and industry data and is adjusted to reflect the cost of living in your specific geographic area.