Support Analyst

Overview

This is an on-site role in Redmond.
Pay Range: $25/hr – $28/hr​

The Support Analyst provides technical assistance to users, addressing issues related to hardware, software, and systems. The support analyst is responsible for troubleshooting problems, offering guidance, and ensuring the smooth functioning of an organization’s IT infrastructure.
 

Job Responsibilities:

Incident and Problem Management:

• Triaging, working, and resolving incidents according to SLAs
• Identifying recurring incidents and finding root cause solutions or escalating to the appropriate team
• Maintaining and updating an internal and external database of documented solutions

User Support:

• Providing in-person and remote assistance with hardware and software according to SLAs
• Use Azure AD and Intune to manage user accounts, desktops, and laptops

Datacenter / Server Room Support:

• Monitoring server and device health for hardware on-premises (RTC- 4/RTC-5) and hosted in MLS labs
• Responding to datacenter and on-premises locations to upgrade or replace hardware
• Providing onsite and MLS lab support for patching, reboots, warranty service, and incident response
• Basic troubleshooting and hardware support for servers, devkits, and remote user PCs in shared facilities
• Collaborating with MLS & XGS in the performance of the above duties in their shared spaces

Monitor and track IT hardware and software assets for the Game Studio:

• Manage asset database entries for equipment, fixed assets, and licensed software inventories
• Ensure all fixed assets are in good working condition
• Maintain inventory levels to prevent shortages
• Track assets and reconcile with the accounting system
• Ability to pick up and move IT hardware weighing up to 40 pounds

Desired Skills:

• Ability to manage and track IT assets with asset management system and processes
• Experience with Jira Service Management or similar tools for managing IT tickets
• Strong communication skills for interacting with users

The target hiring compensation range for this role is $25/hr – $28/hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. Additional benefits offered may include: https://aquent.com/talent/talent-benefits

About Aquent Talent: 
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

You will want to read this fine print. Part of our mission is to take care of you, so we offer the best benefits. Unlike other staffing companies, we provide talent with the same benefits that our CEO gets. 

This includes:

• A choice of three major medical plans (including vision coverage) plus dental insurance
• Paid sick leave for all hourly talent in the U.S. and Canada
• 401(k) with a match and immediate vesting
• Exclusive employee discounts through Promo Code: Aquent
• Access to hundreds of professional development courses through Aquent Gymnasium
• And much more