IT Support Analyst I

Ubisoft, a global leader in the video games and entertainment software industry, is currently seeking an IT Support Analyst I for its IT Games & Sites Local IT department located in San Francisco. 

We are looking for a well-organized and driven professional with exceptional customer service skills to support our local office of approximately 325 people.  This position reports to the Local IT Manager.

Please note that this is an entry-level position and not intended for senior-level applicants.

What you'll do:

• Provide first-level support for PCs (Windows and Mac), standard software/applications, network connectivity, conference room technology, and peripherals—maintaining a high standard of customer service and timely ticket resolution.
• Adhere to service level expectations between teams to resolve issues promptly. Understand the critical nature of the business and make every reasonable effort to achieve defined SLAs.
• Prioritize and manage IT support requests through the ServiceNow ticketing platform, regularly updating tickets to ensure clear communication and visibility throughout the resolution process.
• Uphold Security team best practices and protocols, including but not limited to global hardening standards, threat vector prevention, end-user security training, and proper isolation, handling, and escalation of potentially compromised or infected machines.
• Coordinate end-to-end new hire onboarding, including account provisioning, hardware deployment, and desk setup to ensure a smooth and efficient start for all new employees.
• Execute offboarding procedures for departing users, including deprovisioning accounts, reclaiming hardware, and securely handling sensitive data, with an emphasis on confidentiality and compliance with internal security protocols.
• Coordinate with external vendors to ensure timely hardware repairs in accordance with warranty coverage, maintaining optimal equipment functionality.
• Champion and model continuous improvement by identifying and implementing approved enhancements to IT policies, procedures, and site-wide practices.
• Manage and maintain accurate records of the site’s IT asset inventory, ensuring accountability and lifecycle tracking.
• Maintain and contribute to the internal knowledge base by documenting newly diagnosed issues, updating solutions, and ensuring all support processes reflect current practices.
• Provide IT support for events (e.g., gaming showcases, marketing activations, internal presentations) and assist with team relocations and office moves.
• Perform additional IT-related duties as required, contributing flexibly to the evolving needs of the site.