Desktop Support Analyst

Desktop Support Analyst

Job Location: Redmond, Washington

Job Salary: Contracting Position

Job Description

Desktop Support Analyst

AAA video game client in Redmond, Washington has an immediate opening for a Desktop Support Analyst. This is a contracting position estimated to last 18 months.

Job Responsibilities:

The Desktop Support Analyst will work in a fast paced environment while providing world class support to the game studio.

Candidates must be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests.

Candidates must be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

The Desktop Support Analyst will research and resolve the most complex issues that other help desk levels have been unable to fix.

This position will be 100% onsite for the duration of the contract.

Schedule Requirements:

This candidate will work on a 24x7 rotating quarterly shift model:

Shifts will be scheduled quarterly and will include nights and weekends.

One night shift quarter will be assigned per year.

A shift differential will be added for night shift hours worked.

Each shift will be 12 hours and scheduled as 3 days on, 3 days off, 4 days on, 4 days off, etc.


Desktop/server software/hardware set-up and troubleshooting.

Rack-stack-cable-imaging and hardware/OS troubleshooting.

End-user support for proprietary tools.

MS Office Products, Teams, Bit locker, Adobe, WiFi, OneNote, VPN, Drive Space, File Share Permission, Outlook, Network, GPU issues, 2-Factor-Authentication, SharePoint, Remote Desktop, Active Directory, PC Hardware, OS upgrades, PowerShell, Batch Scripts, Software upgrades/patches, 4K TVs, SG/DG Administration, O365 troubleshooting, Outlook issues, etc.

Coordinate, prioritize, and report on lab requests both owned or delegated, while ensuring quality controls are consistently being implemented across the team.

Tackle infrastructure projects ranging from performance and scalability improvements, all the way to network and security issues.

Assists in the creation, documentation, and maintenance of hardware and software standards, including baseline images.

Participate in ongoing process and documentation refinement in order to maintain operational effectiveness of both the Lab and Team.

Technical Qualifications and Skills:

2+ years of work-related experience.

Able to work in a 24/7 environment and participate in a quarterly rotating shift schedule.

Capable of working evening or weekend shift when rotating quarterly schedule requires.

Strong understanding of Microsoft products.

Knowledge and experience with core Microsoft infrastructure (Active Directory, Group Policy, Windows, IIS, DHCP, WDS,WSUS, Hyper-V, Azure, DFS).

Understanding of networking concepts such as DNS, DHCP,SSL, OSI Model, Firewalls, and TCP/IP.

Outstanding communication and customer service skills.

Flexible attitude with work assignments, changing schedules, and priorities.

Strong problem-solving, analytical skills, critical thinking, deductive reasoning, and attention to detail.

Must be an extremely efficient troubleshooter, able to learn new things quickly, and solve problems without assistance.

Ability to work with little supervision and pro-actively propose IT Infrastructure improvements.

Adheres to Company standards, methodology, confidentiality, and security requirements.

Must have a high degree of initiative and sound judgment in relation to complex technical situations.

Displays creative ability in formulating and developing solutions to problems and user requests.

Understanding power, cooling, and network bandwidth as it relates to planning + executing multiple deployments.

Consistently demonstrates a high level of integrity and professionalism, while also values teamwork, clear communication, and willingness to coach peers.

Experience operating large, high-availability, secure, redundant server environments. Highly motivated and willing to work in a team environment.

Able to estimate work effort, plan, organize time, and foster a collaborative attitude.

Willingness to learn new technologies quickly and have excellent technical research, troubleshooting, and analytical skills (finding and implementing solutions in an always changing environment plays a big role in this position).

Able to lift 50lbs.

Pluses Very strong understanding of both onsite + offsite desktop support.

Experience with core IT infrastructure.

Data Center or Enterprise Server experience.

Gaming PC Support.

XBOX Performance & Troubleshooting experience.

Candidates must be highly self-motivated with great communication skills and the attitude/personality to merge into a team of like-minded professionals.

Strong self-motivation, great communication skills, and a team-player attitude is required.

Job will be 100% remote until the virus risk is over when the client requests that all employees return to working in their Seattle office.