Senior Desktop Support Technician

Turbine, Inc. is the premier creator and operator of massive, persistent online worlds that foster powerful social gaming communities. Turbine has grown to become one of the largest privately-held online gaming studios in North America. Turbine has created some of the world’s most popular and award-winning online games, including The Lord of the Rings Online™: Shadows of Angmar™, Dungeons & Dragons Online® and Asheron's Call®.

Today, Turbine is recognized globally for its industry-leading technology platform, groundbreaking graphics and its unique ability to create and operate massive and persistent online worlds that power thousands of concurrent interactive social gaming experiences. Always looking forward, we are currently gathering the core, key members of the team that will shape the next generation of Turbine online entertainment. We are dedicated to creating multiplatform next generation AAA titles.

Job Summary:
Turbine is looking for a Senior Desktop Support Technician to provide end-user support for the staff of a state-of-the-art game development company. In this role, as part of the IT team you will be responsible for day to day desktop-related support for 275 end users and 400+ computers. You will champion the Desktop Support Team, setting the standards to which members of the DST team will strive for delivering exceptional customer service and technical support across a wide variety of software & hardware technologies. The ideal candidate will possess strong analytical and troubleshooting skills in order to determine how to proactively identify, research, resolve and document technical issues that arise.

Essential Functions:
1. Work diligently to maintain a highly visible and positive presence on the floor with end users.
2. Document, track, and monitor problems via IT Ticketing System to ensure a timely resolution, providing end users with status updates and communicate needs to IT Mgmt.
3. Allocate and coordinate equipment inventory as it relates to New Hires, Terminations & internal moves.
4. Develop and maintain positive working relationships with IT, end users and overall Systems Department.
5. Assist in building vendor relationships, coordinating hardware/software quotes for desktop related tasks.
6. Maintain inventory of corporate hardware and software assets; including software licenses and original media in organized fashion.
7. Remain current on company-wide system enhancements of software, hardware and data communication.
8. Interpret current and emerging technology and how they apply operationally.
9. Coordinate arrangements for repair of malfunctioning computer equipment with vendors. Maintain periodic maintenance of equipment.
10. Coordinate, prepare and provide end user technical training and/or documentation as needed.
11. Assist the System Administrators with server room hardware tasks as needed.


Requirements & Qualifications:
• BA or 3-5 years Desktop Support troubleshooting in a Windows environment
• Strong customer service skills requiring frequent client interaction
• Ability to provide after-hours support on a rotational "on-call" basis & work "off-hours" as needed
• Experience documenting IT related procedures & processes to improve overall team knowledge
• Working knowledge to install, configure & troubleshoot: Microsoft Windows XP/Vista, Office 2003/2007, Outlook/Exchange, Project, Visio, IE/Firefox, Perforce source control clients, Printers, phone/PBX systems, Dell desktop/laptop hardware components
• Knowledge of Active Directory and network services (DNS, DHCP, and WINS).

Pluses:
• MMO experience
• Microsoft certifications (MCP/MCDST/MCSE) a plus
• Backup Exec, Legato or equivalent backup software
• Red Hat Linux or other Linux systems
• Configuring and troubleshooting Blackberry handhelds and/or Smart phones