IT Support Specialist, thatgamecompany

• 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

Desirable

• 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
• 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 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