Helpdesk Technician

Hybrid Work Model

#LI-hybrid

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 Glendale, CA.

This is more than a traditional ticket-queue role. SEGA's Technology Services team is collaborative and multifaceted, providing opportunities to contribute to initiatives involving access management, automation, security, A/V support, endpoint management, and AI tools while learning from experienced technicians across the team. This position requires onsite support at least three days per week, with two work-from home days.

Success in this role requires strong troubleshooting fundamentals, excellent customer service, sound judgment, curiosity, and a willingness to learn. The ideal candidate takes ownership from triage through resolution, delivers a consistently positive employee support experience, and communicates clearly with both technical and non-technical users. This individual will be responsible for supporting device deployments, onboarding activities, access management, and asset tracking with a high degree of accuracy and attention to detail.

The successful candidate continuously looks for opportunities to improve the support experience through documentation, process enhancements, and operational efficiencies. They demonstrate technical judgement to troubleshoot complex issues, determine when escalation is appropriate, and continue to broader team initiatives, including automation, endpoint improvements, security projects, and other strategic Technology Services priorities.

Duties and Responsibilities:

End-User Support

• Support employees across a fast-paced video game publishing environment with a professional, responsive, and customer-focused approach.
• Own onsite and remote support requests from initial triage through resolution, keeping users informed and escalating issues appropriately when additional expertise is needed.
• Troubleshoot computers, mobile devices, peripherals, software, printing, and other end-user technology issues.
• Diagnose and resolve common LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and endpoint connectivity issues.

Events and A/V Support

• Partner with internal teams to provide technical support for events, including live streams, executive presentations, playtests, meetings, and other company activities.
• Set up, operate, and troubleshoot conference room and event A/V technology, including displays, audio systems, video conferencing equipment, and related peripherals.
• Provide onsite technical support during events as needed to help ensure a smooth experience for presenters and attendees.

Devices, Applications & Employee Lifecycle

• Utilize the latest device management platforms such as Microsoft Intune, Jamf, Endpoint Central, and others to configure, deploy, and maintain end-use equipment.
• Support onboarding, employee changes, and departures, including device preparation, account and access coordination, and equipment recovery.

Identity, Access & Security

• Support account provisioning, permissions management, security groups, MFA, and application access in accordance with security and least-privilege standards.
• Recognize security-sensitive requests or unusual activity and engage Technology Services or Cybersecurity resources when appropriate.

IT Operations & Asset Management

• Maintain accurate hardware and software inventory records and support device lifecycle management.
• Assist with procurement, order tracking, staging, and receipt of technology-related equipment.
• Create and maintain technical documentation, knowledge articles, support procedures, and end-user guidance.

Projects & Continuous Improvement

• Contribute to hardware rollouts, operating system upgrades, software deployments, office changes, and other Technology Services projects.
• Identify recurring issues and recommend practical improvements to tools, workflows, documentation, automation, and support processes.
• Take ownership of assigned project tasks or workstreams, coordinate with relevant teams, and contribute to successful project completion.

Professional Development

• Pursue opportunities to expand technical skills, stay informed about emerging technologies, and adapt to evolving Technology Services needs.
• Other responsibilities are performed as assigned or needed.

Qualifications and Skills:

• Working in-office is an essential function of this position. This requirement of face-to-face interaction is in place to ensure effective supervision, collaboration, and teamwork. In-office attendance is required for the following reasons:

• For effective supervision of employees and our work product, which includes ensuring all employees have necessary oversight of their work and access to supervisory assistance, which includes meetings to review work product, deadlines, and status.

• To foster communication and collaboration among team members, which includes the following: allowing for spontaneous brainstorming sessions and exchanges of ideas, quick access to team members to enable collaborative problem-solving, and stronger cohesion among co-workers and within teams.

• To enhance the sharing of information necessary to effective job performance and product creation.

• To enhance understanding of our stakeholders' work and business needs, facilitate a more seamless and organic workflow, and ultimately increase efficiency and successful outcomes.

• Bachelor's degree in Computer Information Systems or a related field.

• Typically has 2+ years of professional desktop, helpdesk, or systems support experience.

• Strong troubleshooting skills across Windows and Apple endpoints, Microsoft 365, endpoint management solutions, and business applications.

• Working knowledge of Wi-Fi, VPN, DNS, DHCP, and general connectivity troubleshooting.

• Experience prioritizing, documenting, escalating, and resolving support requests within established service expectations.

• Excellent communication and customer service skills, including the ability to clearly explain technical concepts to users at all levels.

• Ability to balance competing priorities, exercise sound judgment, and remain organized in a fast-paced environment.

• Proactive, detail-oriented, and committed to learning and continuous improvement.

• Comfortable using approved AI and automation tools responsibly for troubleshooting, research, documentation, and repetitive tasks.

Bonus:

• Achievement of industry-recognized certifications such as CompTIA A+, Microsoft 365 Modern Desktop Administrator, or similar.
• Functioning and active home lab or completion of other technology related projects outside of work.