The IT Desktop & End User Support Specialist is responsible, as the first point of contact, for the support of the end users and computing infrastructure at KWLA stuios, a subsidiary of Keywords Studios. The candidate who fills this position will be responsible, in collaboration with the KWS Regional IT Team, for supporting all the IT needs and requirements of the KWLA and its employees.

Duties and Responsibilities:

  • Log, Track and Manage all incidents, problems, and support requests in the KWS Regional IT Helpdesk Ticket System. Ensure accurate notification and escalation of problems;
  • Desktop & Laptop computer configuration and repair;
  • Voice Recording Studio equipment setup and maintenance;
  • Phone & Voice Messaging setup and maintenance;
  • Peripheral setup and maintenance;
  • User Account maintenance;
  • License and Media management;
  • Equipment Inventory management;
  • Application version control;
  • Project Lab setup and support;
  • Ensure that all operating policies and processes are followed and report any issues;
  • Measure performance and SLA adherence;
  • Produce regular reports for end user support function area;
  • Support the IT Manager’s objectives.

The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodation, if required, so that qualified employees can perform the essential functions of the job, which is to provide rapid onsite IT support to Keywords Seattle employees.


Required experience in the following areas:

  • Certifications preferred - MCSE 2003, MCP, A+
  • 1 year experience in computer configuration & repair
  • 2 years experience in end-user support
  • 2 years experience with Incident Management and/or IT Ticketing systems
  • 2 year experience using SMS (or equivalent) to manage systems and applications
  • Experience with Disk Imaging software
  • Knowledge of Sarbanes-Oxley controls in relation to IT operations
  • Demonstrated superior training, interpersonal and communications skills
  • Ability to self-manage and prioritize tasks
  • Disciplined troubleshooting skills
  • Strong documentation and reporting skill


  • Medical, Dental, Vision benefits
  • Voluntary Long-term / Short-term Disability
  • 401K w/ company match
  • Work alongside dynamic individuals in the gaming industry
  • Work within a company with upward career growth opportunities
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