IT Support Specialist

THE COMPANY 

KRAFTON is dedicated to identifying and publishing games worldwide that offer a uniquely enjoyable experience, crafted by our globally recognized production studios known for their distinctive creativity. We continuously push the boundaries of gaming enjoyment by embracing new challenges and technologies and expanding our platforms and services to captivate an even larger fan base. Best known for the genre-defining worldwide sensation PUBG: Battlegrounds, our stellar studios based across the globe include PUBG Studios, Striking Distance Studios, Unknown Worlds, Bluehole Studio, RisingWings and more. In collaboration with our passionate and driven team, we strive to establish ourselves as a renowned creator of masterpieces in the global gaming market. 

THE OPPORTUNITY 

We are seeking an IT Support Specialist to join the KRAFTON Americas IT team and serve as the primary IT support resource for Eleventh Hour Games (EHG), a KRAFTON studio. This is a KRAFTON Americas / KA IT position reporting into KA IT, with EHG as the primary supported studio. 

The role will help EHG operate within the KRAFTON technology ecosystem by providing day-to-day IT support, workstation and endpoint administration, equipment handling, user access coordination, security follow-through, and escalation coordination with KA IT and HQ IT. 

ROLE STRUCTURE AND PRIMARY FOCUS 

This position is embedded in KA IT and will be trained, managed, and supported by the KA IT team. The primary day-to-day focus is EHG support; however, because the role is part of KA IT, the employee may also support broader KA IT needs as assigned when priorities allow. Likewise, when EHG support needs exceed what one person can reasonably manage, KA IT will provide escalation support, backup coverage, and additional assistance. 

RESPONSIBILITIES 

• Serve as the primary IT point of contact for EHG users for technical assistance, equipment requests, access coordination, and issue triage. 
• Provide hands-on and remote support for Windows 10/11, macOS, Linux, peripherals, mobile devices, and user productivity tools. 
• Diagnose and resolve technical hardware, software, network, VPN, and account-related issues, escalating to KA IT, HQ IT, Security, Network, or Systems teams as needed. 
• Provision, configure, deploy, ship, receive, and maintain workstations, laptops, loaner/travel equipment, monitors, peripherals, and other EHG support hardware. 
• Maintain accurate asset inventory and lifecycle records for EHG-supported equipment in alignment with KA IT procedures and audit requirements. 
• Support procurement, warranty, repair, replacement, return, and disposal workflows for EHG hardware and software requests. 
• Perform or coordinate approved user lifecycle and access administration in Active Directory, identity platforms, endpoint management tools, and service admin consoles in accordance with KA/HQ IT standards. 
• Apply KRAFTON security requirements and endpoint standards to EHG workstations, including device compliance, endpoint protection, patching, VPN, and baseline configuration. 
• Support applications common to game development and remote studio operations, including Perforce, Unreal Engine, Parsec, VPN, collaboration tools, and other studio-specific software. 
• Assist with onboarding and offboarding for EHG employees and contractors, including account readiness, device setup, software access, and equipment recovery. 
• Act as an IT liaison between EHG, KA IT, HQ IT, and other KRAFTON technology teams to ensure requests are routed, tracked, and resolved appropriately. 
• Document support processes, standard operating procedures, knowledge-base articles, asset records, and ticket updates clearly and consistently. 
• Identify and recommend improvements to EHG support workflows, equipment handling, procurement, asset management, onboarding, and request intake. 
• Provide Audio Visual and conference room support as needed, including projectors, conferencing equipment, meeting peripherals, and related user support. 
• Participate in KA IT projects and provide broader KA IT support as directed when business priorities and EHG support needs allow. 
• Coordinate with KRAFTON global offices and HQ IT teams when required to align with global IT standards, access controls, and operational practices. 

QUALIFICATIONS 

• 3+ years of experience working in an IT support, IT operations, desktop support, systems support, or similar role. 
• BS in Computer Science, MIS, Information Technology, or similar field preferred; technology certifications and/or equivalent work experience may be used in place of a degree. 
• Strong knowledge of Windows and macOS operating systems, application support, troubleshooting, and endpoint administration. 
• Working knowledge of Linux and Windows Server environments. 
• Experience with Active Directory, identity and access management concepts, group membership, permissions, and user lifecycle support. 
• Experience with endpoint and device management tools such as Intune, Jamf, SCCM, or similar platforms. 
• Strong knowledge of networking principles and technologies, including DNS, DHCP, VLANs, VPN, wireless, firewalls, and general LAN/WAN troubleshooting. 
• Experience with incident management, request management, change management, documentation, and ticketing systems such as ServiceNow, Jira Service Management, or similar tools. 
• Ability to support remote and distributed users while also managing physical equipment, inventory, staging, storage, and shipment workflows. 
• Excellent problem-solving skills with the ability to prioritize multiple requests, communicate status clearly, and manage follow-through across teams. 
• Excellent communication, customer service, teamwork, and stakeholder-management skills. 
• Comfort working with administrative access and sensitive systems in a security-conscious environment. 
• Detail-oriented, organized, and able to work independently or in a team setting. 
• Ability to lift, pull, and/or carry up to 50 lbs. 

PREFERRED QUALIFICATIONS 

• Experience supporting game development studios, creative production teams, or other technical content-creation environments. 
• Experience with Perforce, Unreal Engine, Parsec, VPN technologies, and other game development or remote-work tooling. 
• Juniper, Palo Alto, or similar network/security platform experience. 
• Microsoft, Apple, Jamf, Intune, CompTIA, or equivalent systems/support certification. 
• Experience supporting remote-first or distributed teams, including hardware logistics and endpoint support for users in multiple locations. 
• Experience working in a global IT environment with HQ, regional, and studio-level stakeholders. 

WORKING EXPECTATIONS 

• Onsite presence at the KRAFTON Americas office is expected 5 days per week to support equipment storage, staging, inventory, shipping/receiving, and other physical IT workflows. 
• The role will primarily support EHG, while remaining part of the KA IT team and following KA IT direction, standards, priorities, and escalation procedures. 
• Occasional after-hours or adjusted-hours support may be needed for urgent incidents, onboarding/offboarding needs, global coordination, or production-impacting issues.