IT Support Coordinator (Contract Role)

Sony Interactive Entertainment
Los Angeles
Workplace: OnsiteContractUSD 36 - 50Function: IT Support & HelpdeskSkills: ["Customer service","Organization","Teamwork","Communication","Ability to learn quickly"]

Triage and prioritize IT support tickets as the first point of contact, coordinating with the IT Support team to meet SLAs. Monitor assigned and unassigned queues, communicate with customers to gather information and provide updates, and escalate issues to the right teams when needed. Maintain documentation, assist with day-to-day queue operations, and improve support performance by updating KPI dashboards and producing JIRA analytics.

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Sony Interactive Entertainment
Sony Interactive Entertainment
1 month ago

IT Support Coordinator (Contract Role)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Triage and prioritize IT support tickets as the first point of contact, coordinating with the IT Support team to meet SLAs. Monitor assigned and unassigned queues, communicate with customers to gather information and provide updates, and escalate issues to the right teams when needed. Maintain documentation, assist with day-to-day queue operations, and improve support performance by updating KPI dashboards and producing JIRA analytics.
Location: Los Angeles
Workplace: Onsite
Employment Type: Contract · Permanent
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Triage and prioritize tickets in the IT support queue, acting as the first point of contact.
  • •Coordinate with IT Support to balance workload and monitor queues for issues and prompt responses within SLA.
  • •Communicate with customers to gather additional information and inform them of changes.
  • •Provide first-level basic support for end-user issues and maintain documentation with updates and changes.
  • •Update KPI dashboards weekly and develop JIRA dashboard analytics to improve support performance; escalate requests as needed.

Pay and Benefits

Salary: USD 36 - 50
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Basic computer and operating system skills.
  • •Ability to learn quickly in a technical, fast-paced, deadline-intensive environment.
  • •Excellent written and oral communication skills.
  • •Experience with direct customer contact (internal and external customers).
  • •Experience with Jira Service Management or other IT service management (ticketing) tools.
Education:
Skills:Customer serviceOrganizationTeamworkCommunicationAbility to learn quickly
Certifications:CompTIA A+
Languages:English
Tech Stack:Jira Service ManagementJIRAIT Service ManagementKPI Dashboards

Company Brief

Sony Interactive Entertainment
Develops and publishes PlayStation hardware, software, and digital services, operating the PlayStation platform and ecosystem for gaming, entertainment, and network services worldwide.
Industry: Gaming
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Mateo, United States
Founded: 1993
WebsiteLinkedIn