​Desktop Support Analyst​​​​

Redmond, WA
Job Terms:
Start date:
Posted By:
Tara Carr

Job Description:

We are looking for a Desktop Support Analyst to join our 24/7 IT Operations Team. A successful candidate will be able to thrive in a high tempo ambiguous environment while providing world class support to the game studio responsible for a renowned franchise.

You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix. ​​

​Note: This position is considered essential. This candidate will be exempt from the WFH status and will be 100% onsite for the duration of the contract.

Schedule Requirements

This candidate will be expected to work on a 24x7 rotating quarterly shift model under the following criteria:
Shifts will be scheduled quarterly and will include nights and weekends
One night shift quarter will be assigned per year
A $2 shift differential will be added to the bill rate for night shift hours worked
Each shift will be 12 hours and scheduled as 3 days on, 3 days off, 4 days on, 4 days off, etc.


Desktop/server software/hardware set-up and troubleshooting.
Rack-stack-cable-imaging and hardware/OS troubleshooting.
End-user support for proprietary tools.
MS Office Products, Teams, Bitlocker, Adobe, WiFi, OneNote, VPN, Drive Space, FileShare Permission, Outlook, Network, GPU issues, 2-Factor-Authentication, SharePoint, Remote Desktop, Active Directory, PC Hardware, OS upgrades, PowerShell, Batch Scripts, Software upgrades/patches, 4K TVs, SG/DG Administration, O365 troubleshooting, Outlook issues, etc.
Works as a team member to assist with operations support.
Provide project status on a regular basis to project manager or coordinator.
Coordinate, prioritize, and report on lab requests both owned or delegated, while ensuring quality controls are consistently being implemented across the team.
Tackle infrastructure projects ranging from performance and scalability improvements, all the way to network and security issues.
Assists in the creation, documentation, and maintenance of hardware and software standards, including baseline images.
Participate in ongoing process and documentation refinement in order to maintain operational effectiveness of both the Lab and Team.​​

Minimum Qual​ifications and Skills
2+ years of work-related experience.
Able to work in a 24/7 environment and participate in a quarterly rotating shift schedule.
Capable of working evening or weekend shift when rotating quarterly schedule requires you to do so.
Strong understanding of Microsoft products.
Knowledge and experience with core Microsoft infrastructure (Active Directory, Group Policy, Windows, IIS, DHCP, WDS, WSUS, Hyper-V, Azure, DFS).
Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and TCP/IP.
Outstanding communication and customer service skills.
Flexible attitude with work assignments, changing schedules, and priorities.
Strong problem-solving, analytical skills, critical thinking, deductive reasoning, and attention to detail.
Must be an extremely efficient troubleshooter, able to learn new things quickly, and solve problems without assistance.
Ability to work with little supervision and pro-actively propose IT Infrastructure improvements.
Adheres to Company standards, methodology, confidentiality, and security requirements.
Must have a high degree of initiative and sound judgment in relation to complex technical situations. Displays creative ability in formulating and developing solutions to problems and user requests.
Understanding power, cooling, and network bandwidth as it relates to planning + executing multiple deployments.
Consistently demonstrates a high level of integrity and professionalism, while also values teamwork, clear communication, and willingness to coach peers.
Experience operating large, high-availability, secure, redundant server environments.
Highly motivated and willing to work in a team environment.
Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
Willingness to learn new technologies quickly and have excellent technical research, troubleshooting, and analytical skills (finding and implementing solutions in an always changing environment plays a big role in this position).
​Able to lift 50lbs.​

Very strong understanding of both onsite + offsite desktop support
Experience with core IT infrastructure
Data Center or Enterprise Server experience
Gaming PC Support
XBOX Performance & Troubleshooting experience​

Client Description:

Our client is a large technology company based in Redmond, Washington with a mission to empower every person and every organization on the planet to achieve more. They develop computer software, consumer electronics, personal computers, and related services. This company enables digital transformation for the era of an intelligent cloud and an intelligent edge.

Working here, you will be part of a company that values:

  • Innovation
  • Diversity and inclusion
  • Corporate social responsibility
  • AI
  • Trustworthy computing

Why work with AQUENT? Check out our awesome benefits: https://aquent.com/find-work/talent-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.