IT Support Analyst – Atlanta (Remote)

Job Description

Provide onsite and remote IT support in a fast-paced, agile game studio environment. The role supports service desk operations, incident and problem management, asset lifecycle management, and hands-on studio and lab support. Analysts must independently triage, diagnose, and resolve break/fix issues across game-studio hardware (including dev kits, retail kits, high-end monitors, peripherals, and workstations) while communicating clearly, maintaining disciplined documentation, and representing IT professionally.

The role operates in a highly dynamic environment with fluctuating ticket volume, requiring consistent adherence to SLAs for time to acknowledge (TTA) and time to resolve (TTR) in the AWS and other cloud environments.

Job Responsibilities

Incident, Problem & Service Desk Support
Triage, work, and resolve incidents and service requests according to SLAs (TTA and TTR)
Independently diagnose and resolve hardware and software issues onsite and remotely
Provide clear, accurate guidance to end-users and set expectations throughout the support lifecycle
Identify recurring issues, contribute to root cause investigation, and escalate appropriately
Maintain internal documentation for all resolved issues and ensure studio-facing documentation is accurate and up to date
Collaboration & Ticketing
Maintain accurate, timely ticket updates and collaborate with other IT teams to deliver strong service levels
Interface professionally with partner IT organizations (Corp IT, Gaming/XGS/MLS) to coordinate escalations and shared support responsibilities
Datacenter / Studio Lab Support
Monitor and repair on-premises and MLS-hosted lab hardware (RTC-4/RTC-5)
Perform onsite hardware upgrades, replacements, patching, reboots, warranty service, and incident response
Provide hands-on support for servers, dev kits, retail kits, high-end monitors, and remote user PCs
Asset Management & Vendor Coordination
Maintain asset records for equipment, fixed assets, and licensed software inventories
Ensure assets are operational, inventory levels are maintained, and records reconcile with accounting systems
Coordinate with external vendors for hardware ordering, RMAs, repairs, and warranty replacements
Support asset lifecycle workflows including deployment, repair, replacement, and decommissioning
Physical Requirements
Ability to lift and move IT hardware weighing up to 40 pounds

Desired Skills

Strong break/fix troubleshooting skills across varied studio hardware and peripherals
Ability to triage and multitask effectively in high-pace environments
Experience with asset management systems and vendor coordination
Experience using Jira Service Management or similar ticketing tools
Strong communication skills and comfort serving as the face of IT for studio users and partners
Prior Game Studio IT Support Experience