Client Services Analyst

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre-defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!

We are looking for a customer-focused Client Services Support Analyst to maintain, troubleshoot, and repair desktop and laptop systems, supporting our team’s technical needs with expertise and dedication!

In this role, you will work on maintaining, upgrading, and managing both hardware and software systems. As a key support resource for Mac and PC users across departments, you’ll help drive local projects to successful completion. The ideal candidate brings a solid understanding of standard practices and procedures in Mac and PC support and enjoys delivering a positive, responsive user experience.

This is an on-site role at our office in Renton WA. You will be required to be at the office from Monday to Friday. 

What You'll Do:

• Provide proactive and responsive in-person IT support for employees at all levels while delivering exceptional service.
• Configure and deploy workstations, phones, desks and other equipment for new hires, ensuring readiness on day one. 
• Continuously monitor, prioritize, and manage support tickets in ServiceNow, ensuring timely response and resolution to maintain seamless IT operations and user satisfaction.
• Provide in-person assistance with workstations, mobile devices, and printer support for optimal on-site functionality. 
• Maintain accurate inventory and asset records, including setup, tracking, and decommissioning. 
• Provide support for AV systems and specialty meeting rooms, ensuring setups are functioning smoothly for presentations and meetings.
• Troubleshoot network issues on-site, including VPN setup, connectivity verification, and network integrity checks.
• Create and maintain instructional resources, including internal documentation, handouts and guides, for training and reference.
• Offer remote troubleshooting for external studios, supporting their technical needs and coordinating solutions to minimize disruptions.

What You'll Bring:

• 3+ years of hands-on experience in a help desk or desktop support role, with a strong background in Windows and macOS.
• Provide excellent customer service, effectively communicate technical concepts to diverse user groups, and document solutions clearly for both clients and IT peers.
• Strong interpersonal skills, with the ability to work collaboratively in diverse teams, remain calm under pressure, and prioritize issues in a fast-paced, environment.
• Familiarity with ServiceNow or similar ticketing systems, and working knowledge of ITIL practices for structured and efficient IT support.
• A proactive approach to identifying and solving technical issues independently, with a commitment to maintaining high standards of service.
• Windows and/or Apple Certification.

We are an Equal Opportunity / Affirmative Action Employer

Wizards of the Coast is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you have a disability and require assistance in this application process and need to request an accommodation, please contact your recruiter or coordinator.

The hourly rate for this position is $33.50 to $50.20. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package.

Our Comprehensive Benefits Package Includes:

• Health & Wellness: Medical, Dental, and Vision Insurance
• Time Off to Recharge: Paid Vacation & Holidays
• Financial Well-being: Generous 401(k) Match
• Life & Family Support: Paid Parental Leave
• Giving Back: Volunteer & Employee Giving Programs
• Level Up Your Skills: Tuition Reimbursement
• Exclusive Perks: Product Discounts & More!

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