IT Support Specialist (9 Month Contract)

As an IT Specialist in the IT Discipline, we provide extraordinary standards of services for Riot's operations. As part of the Global Service Desk team you will be the first point of contact for all Rioters when they contact IT. You will be responsible for monitoring the incoming support channels and resolving L1 issues in a timely manner and escalating any L2 or L3 issues to the relevant teams. 

You will assist in the design and editing of technical user documentation, which includes specifications, integrations and instructional documentation. Additionally, you will give roving support and training throughout Riot Games. You will also engage with other domain authorities to collect requirements and technical content, translating that information into a consumable, functional work product. You will work with Riot technology teams to identify gaps in our hardware and service levels. Finally, you will seek opportunities to eliminate inefficiencies and non-value added tasks. 

This is based onsite in the Dublin city centre and is a 9 month contract role.

Role Responsibilities:

• Monitor the global service desk queue ensuring that L1 requests from Rioters are dealt with promptly
• Escalate L2 and L3 tickets to the appropriate teams while maintaining ownership to ensure they do not stagnate or take too long to resolve
• Maintain and ensure that the technical documentation used by L1 is up to date and accurate and identify areas which are not currently documented
• Ensure that the IT Support processes are being followed correctly and expected service levels are being met
• Update, assign, and decommission asset information within ServiceNow
• Desktop\Laptop support services (Windows and Mac)
• Conference and Meeting Room Support (Google, Logitech and Crestron)
• Account management (passwords, access and account info)
• Printer Support

Role Requirements & Applicable Technologies

• Minimum of 2 years of work experience
• Excellent proficiency in English  both written and verbal
• Resiliency / Flexibility
• Windows and OSX security fundamentals
• Knowledge and prior use of Ticket-tracking software
• Familiarity with servicing a broad spectrum of development collaboration tools, including Active Directory, Duo, Yubikey and Google Apps/Suite and SSO
• Foundational understanding of DHCP, DNS, Networks and Agile
• This is an onsite role
• Can lift 50+ lbs

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

Let's Thrive Together:

Because together we are better. It's our policy to provide equal employment opportunity for all applicants and members of Riot Games.

We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't fully meet every single one of the requirements for a particular role, there's always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you! Don't forget to include a resume. We receive many applications, but we'll notice a fun, well-written intro that shows us you Dare to Dream and Execute with Excellence.