pipworks

Lead Helpdesk Administrator

Level Designer II - Extraction Shooter (Unreal Engine | Multiplayer FPS)

Pipeworks Studio is seeking a Lead Helpdesk Administrator responsible for managing accounts, systems, and hardware/software assets, providing helpdesk support, and ensuring compliance. The ideal candidate will possess strong organizational and communication skills, balancing technical tasks with employee- and client-facing service. This on-site role is located in downtown Eugene, OR.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Day To Day</h2>Accounts & Access<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Manage both on-premises Active Directory and Microsoft Entra ID accounts.</li><li class="leading-relaxed">Maintain security through group policies, MFA, and account lifecycle management.</li><li class="leading-relaxed">Set up and deprovision accounts for employees and contractors, ensuring correct tool and project access.</li></ul>Systems & Tools<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Administer Microsoft 365, SharePoint, and related Microsoft services.</li><li class="leading-relaxed">Manage Jira and Confluence, including user settings, workflow adjustments, and backend configurations.</li><li class="leading-relaxed">Maintain the IT SharePoint page for ease of use and updated content.</li><li class="leading-relaxed">Oversee client partner centers and developer accounts, ensuring proper configuration and compliance.</li><li class="leading-relaxed">Collaborate with IT, DevOps, and HR to manage system permissions and access.</li></ul>Assets & Software<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Track and assign software licenses to maintain compliance.</li><li class="leading-relaxed">Manage company hardware and software inventory using Snipe-IT.</li><li class="leading-relaxed">Maintain accurate records for both office and remote equipment.</li><li class="leading-relaxed">Handle equipment swaps and replacements to minimize user downtime.</li></ul>Helpdesk Work<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Resolve Tier 1 and Tier 2 support requests (lockouts, access issues, password resets).</li><li class="leading-relaxed">Triage incoming tickets, keeping workflows, business rules, and service catalog organized.</li><li class="leading-relaxed">Provide clear and timely communication with users during troubleshooting.</li></ul>Documentation<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Write and update helpdesk procedures, IT workflows, and internal guides.</li><li class="leading-relaxed">Maintain onboarding materials to ensure smooth setup for new hires.</li><li class="leading-relaxed">Develop troubleshooting guides and self-service resources for common issues.</li></ul>Audits & Compliance<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Review user access, group memberships, and permissions regularly.</li><li class="leading-relaxed">Document and correct audit data as needed.</li><li class="leading-relaxed">Assist with process improvements to maintain security and compliance.</li></ul>Team Leadership<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead weekly helpdesk meetings to review priorities and progress.</li><li class="leading-relaxed">Act as a point of escalation for complex or high-priority issues.</li><li class="leading-relaxed">Identify opportunities to improve helpdesk operations and employee support.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Skills Knowledge and Expertise</h2>Must Haves<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">5+ years in an IT or Help Desk role.</li><li class="leading-relaxed">Hands-on experience in IT systems administration or helpdesk support.</li><li class="leading-relaxed">Familiarity with Microsoft Active Directory, Entra ID, and Microsoft 365 administration.</li><li class="leading-relaxed">Strong organizational skills with attention to detail.</li><li class="leading-relaxed">Excellent written and verbal communication skills.</li><li class="leading-relaxed">Ability to lift 50+ lbs and perform physically active tasks as needed.</li></ul>Nice-To-Have Skills<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Familiarity with Snipe-IT or other inventory management tools.</li><li class="leading-relaxed">Experience in account compliance/audit processes.</li><li class="leading-relaxed">Experience with Jira/Confluence management and integrations.</li><li class="leading-relaxed">Interest in developing skills in building management or IT compliance.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What We Can Offer You</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Medical, Dental, and Vision</li><li class="leading-relaxed">401K with employer match</li><li class="leading-relaxed">Employer Paid Life Insurance Policy</li><li class="leading-relaxed">Generous Paid Time Off</li><li class="leading-relaxed">20 Paid Company Holidays</li><li class="leading-relaxed">Paid Parental Leave</li><li class="leading-relaxed">Employee Assistance Program</li><li class="leading-relaxed">Fitness Club Discounts</li><li class="leading-relaxed">Sports Team Sponsorship</li><li class="leading-relaxed">Annual Company Events</li><li class="leading-relaxed">Project Wrap Parties</li></ul>

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