IT Support Analyst I

Job title: IT Support Analyst I in San Francisco, CA at Ubisoft
Company: Ubisoft
Job description: Company DescriptionUbisoft's 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players' lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin's Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.Job DescriptionUbisoft, 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.

QualificationsWHAT YOU'LL BRING

• 2+ years of experience in a technical support environment supporting Windows and MacOS.
• Ability to perform basic troubleshooting and root cause analysis for hardware, software, network, access, and general IT issues.
• Experience supporting Microsoft's ecosystem (including Office 365, InTune, SharePoint, SCCM and Active Directory.
• Experience supporting MDM (InTune, Jamf)
• Experience supporting MFA and SSO
• Experience using help desk ticketing software.
• Experience with building and configuring PC and Mac hardware.
• Effective ability to write knowledge base articles/documentation for anyone to understand.
• Demonstrated ability to make quick decisions, adapt in a fast-paced, evolving environment.
• Proven ability to work independently and collaboratively.
• Strong customer service ethic.
• Ability to prioritize and quickly resolve issues.
• Excellent verbal and written communication skills.
• Excellent analytical, critical thinking and problem-solving skills.
• Effective prioritization and time management skills.

NICE TO HAVE:

• Experience working with Confluence, ServiceNow, PowerBI, Microsoft Power Automate
• Experience with Event related AV/Multimedia equipment
• CompTIA A+ and/or ITIL v4 certifications

Additional InformationWHAT YOU'LL GET

• Hybrid work arrangement - 3 days a week in office per the Local IT onsite rotation schedule (2 wfh days a week.)
• Medical, dental, and vision coverage
• Employer HSA contribution (with enrollment in a HSA eligible medical plan)
• 401k match
• Paid vacation, holiday and sick time
• Fitness, physical, and eSports challenge reimbursements
• Rocket Lawyer online legal service membership
• Paid parental leave
• Paid time off to volunteer
• Pawternity - paid time off to bond with a newly adopted pet
• Sabbatical leave available after 5 years of employment
• Generous discount on new Ubisoft games

Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above.
Expected salary:
Location: San Francisco, CA
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