ServiceDesk Associate Technician
IT - Blizzard Internal Information Systems Irvine, California

The IT ServiceDesk Associate Technician is expected to have High Volume and High Turn Around for ticket resolution, escalation, and communication

  • Resolution/processing of incident and request tickets
  • Escalating/routing issues to appropriate service teams
  • Communication regarding ticket status
  • Responding to phone calls to the Critical IT Hotline

User education and support of IT related software, account, and access services as well as company processes and policies  

Primary responsibilities:

  • Triage, resolve, or escalate Incidents/Critical Incidents in a timely manner to minimize SLA breaches
  • Evaluate Time Sensitive requests and escalate as needed
  • Software installs by remote desktop, SCCM, or MDT.
  • Account life cycle management from New hires to account deactivations through scripts, Active Directory, Exchange Management Console, or Office 365 Admin Portal.
  • Basic working knowledge in using Exchange Management Console and/or Office 365 Exchange Portal
  • Basic working knowledge on Network configurations (Switch Ports, HDCP Management, VLAN management)
  • Basic working knowledge in Telecommunication and productivity tools (Cisco Unified Communications, WebEx, Cisco Jabber/Spark)
  • Working knowledge on best practices for Windows System support on account, email, and windows group management
  • Basic working knowledge in desktop/laptop hardware troubleshooting
  • Basic working knowledge in building, imaging, and deploying desktops
  • Assisting the Desktop team in office building moves
  • Setup, teardown, and supporting company events

Experience Required: Degree or equivalent experience

  • Active Directory
  • Knowledge and little to no working experience
  • Exchange Management
  • Knowledge and little to no working experience
  • PC hardware components
  • Knowledge and little to no working experience
  • System Center Configuration Manager
  • Knowledge and little to no working experience
  • Working Experience
  • 0-1 years in a small business or corporate business environment within the IT Field

Pluses:

  • Cisco Telepresence installation and configuration
  • Certified Technology Specialist Certification
  • Crestron Silver Certification Level
  • ITIL Certification
  • ServiceNow Ticketing System

Blizzard Entertainment is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Accommodation Request: We are committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are a disabled individual requiring an accommodation to apply for an open position, please email your request to talentacquisition@blizzard.com. General employment questions cannot be accepted or processed here. Thank you for your interest.

Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employees. We will not pay fees to any third party agency, outside recruiter or firm without a mutually agreed-upon contract and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.