IT Help Desk Technician

Job Description

Job Description

Description

Pipeworks Studios is looking for an IT Help Desk Technician to join our team and help support employees across our sister studios in Los Angeles. In this role, you'll be responsible for providing day-to-day technical support, managing user accounts and equipment, assisting with onboarding and offboarding, and helping maintain the systems and tools our teams rely on to create great games. 

Day To Day

Accounts & Access

• Assist with managing user accounts in Active Directory and Microsoft Entra ID.
• Support account provisioning and deprovisioning for employees and contractors.
• Help maintain security practices such as MFA and group-based access.
• Troubleshoot access-related issues and escalate when needed.

PC and Infrastructure support

• Support for hardware in Windows workstations and laptops.
• Install and repair Windows.
• Basic knowledge of network equipment.

Systems & Tools

• Provide support for Microsoft 365 applications (Outlook, Teams, SharePoint, etc.).
• Assist with basic administration tasks in Jira and Confluence (user access, permissions, minor updates).
• Help maintain IT documentation and internal SharePoint resources.
• Partner with IT, HR, and other teams to support system access needs.

Assets & Software

• Track and assign software licenses to users.
• Maintain hardware and software inventory records using asset management tools (e.g., Snipe-IT).
• Assist with equipment setup, swaps, and replacements for employees.
• Ensure accurate tracking of both onsite and remote equipment.

Helpdesk Support

• Respond to and resolve Tier 1 support requests (e.g., password resets, account lockouts, basic troubleshooting).
• Assist with Tier 2 issues under guidance from senior IT staff.
• Triage incoming tickets and follow established workflows and service processes.
• Communicate clearly and professionally with users throughout issue resolution.

Documentation

• Contribute to maintaining and updating helpdesk documentation and knowledge base articles.
• Assist in creating user-friendly guides and onboarding materials.
• Document recurring issues and solutions to improve team efficiency.

Audits & Compliance

• Support routine reviews of user access and permissions.
• Help maintain accurate records for audits and compliance checks.
• Follow established IT security and compliance processes.

Skills Knowledge and Expertise

Must Haves

• 1–3 years of experience in a Helpdesk or IT support role.
• Basic experience with Active Directory, Microsoft Entra ID, or Microsoft 365.
• Strong problem-solving skills and attention to detail.
• Good written and verbal communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to lift and move equipment (up to 50 lbs) as needed.

Nice-To-Have Skills

• Experience with asset management tools (e.g., Snipe-IT).
• Familiarity with Jira and Confluence.
• Exposure to IT compliance or audit processes.
• Interest in growing within IT systems, administration, or security.

What We Can Offer You

Benefits

• Medical, Dental, and Vision Insurance
• 401K with employer match
• Employer Paid Life Insurance Policy
• Generous Paid Time Off
• 19 Paid Company Holidays in 2026
• Paid Parental Leave
• Employee Assistance Program
• Fitness Club Discounts

A Commitment to Diversity, Equity, and Inclusion
Pipeworks Studios recognizes the importance of creating an environment where all of our employees feel included and empowered to bring ideas to the the table. We value each employee's unique experiences and perspectives and recognize that it is both the smart and right thing to foster diversity, equity and inclusion within our organization.

By diversifying our workforce, increasing equity, and ensuring that our individual differences are valued, we are better able to deliver an experience that reflects, inspires, and connects with our audience... because games are for everyone!

Pipeworks provides equal employment opportunities to all employees and applicants without regard to race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, or any protected category prohibited by local, state or federal laws.

Go to Pipeworks.com to see some of our continued efforts and our latest Diversity Report.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in a job description. Our top priority is finding the best candidate for the job and if you are interested in the position, we would encourage you to apply, even if you don’t believe you meet every one of the qualifications above.