IT Support Associate

At Ember Lab, our goal is to create powerful, transformative experiences that impact people for a lifetime. Having released our debut game, Kena: Bridge of Spirits, in 2021 this journey is just beginning. We’re looking for collaborative team members who share our passion for storytelling and are eager to help us shape the future of Ember Lab.

As our IT Support Associate, you will play a critical role in ensuring the smooth operation of our IT infrastructure, supporting our creative teams, and contributing to the success of our game development projects. If you thrive in a fast-paced, innovative environment and have a knack for problem-solving, we want you to join our team!

Responsibilities:

• Participate in IT projects and contribute to team objectives
• Learn and adhere to company IT policies and security measures
• Troubleshoot technical issues:

Diagnose and resolve problems with operating systems, applications, network connectivity, peripherals, and hardware malfunctions.

• Work with external partners for issues requiring their assistance and support.
• Respond to user inquiries via email, slack, ticketing system, or in-person, providing clear explanations and solutions to technical problems.
• Install, configure, and update software applications on user workstations, including security patches and updates.
• Identify and resolve technical issues proactively, contributing to strategies to reduce recurring problems.
• Perform hardware troubleshooting and replacements (e.g., RAM, hard drives, keyboard, mouse).
• Maintain accurate documentation of resolved issues and contribute to the company's knowledge base.
• Perform routine checks on systems to identify potential issues and proactively address them.

Requirements:

• Associates degree in Information Technology, Computer Science, or a related field. Bachelor's degree preferred.
• Experience working in an IT-related support role, preferably in a help-desk or customer support role.
• Demonstrated familiarity with and ability to troubleshoot desktop, network, and other IT issues.
• Excellent problem-solving and decision-making abilities.
• Familiarity with game development processes and tools is a plus.
• Effective communication and interpersonal skills.

Location

• Onsite up to five days a week preferred

• Base Salary: $60,000 – $75,000 annually based on location and experience.