IT Support Specialist

Who We Are  

Asmodee is an entertainment leader specialized in board games. We’re a global team committed to bringing people together through great games and amazing stories. We strive to be an employer of choice by creating endless opportunities, promoting a supportive and inclusive culture, and rewarding success.  

We believe in passion. We stimulate creativity. We emphasize team play. We exhibit caring. We demonstrate integrity. We are boldly daring. By joining our team, you will be empowered to engage in meaningful, innovative and unforgettable work and to give back to our communities!  

What You'll Do

The IT Support Specialist is a member of the IT Support team and is responsible for providing support and technical assistance to all Asmodee North America (ANA) users. This includes responding to and resolving issues for Asmodee’s hardware, software, network, and operating system platforms. This role participates in the planning, testing, documentation, coordination, installation, and maintenance of IT assets and systems. This position will also support IT projects as needed. 

Essential Functions 

• Responsible for the diagnosis and resolution of support tickets in response to incidents for workstations (Windows and Mac), Office printers, tablets, VOIP System, and network devices. 
• Responsible for the timely escalation of unresolved issues, service incidents or advanced service requests. 
• Triage Help Desk tickets and take ownership to ensure timely resolution on issues that may require coordination with other team members and management. 
• Accurately document details of issues, troubleshooting steps and resolutions to tickets. 
• Provides both onsite and remote support for installation, configuration, and troubleshooting of operating system, software, applications, email, and hardware issues. 
• Provide exceptional customer service and effectively communicate timelines for issue resolution. 
• Perform approved software installations and or upgrades. 
• Conduct new user setups, account creation, terminations, and access. 
• Collaborates with IT Operations team in planning and developing processes to enhance IT services to ensure user requirements and expectations are met.  
• Assists with maintaining knowledge base articles and standard operating procedures to enable the team. 
• Provides feedback on problematic trends and patterns in customer support. 
• Conduct day to day operations in accordance with current security policies and procedures 
• Assist with IT Infrastructure, Operations and Security related projects as needed. 
• Perform other duties as assigned. 

Education/Experience 

• Associate degree in IT or equivalent work experience  
• Minimum 4 years helpdesk and desktop support experience 
• Certifications are a plus. 

Minimum Qualifications 

• A self-starter who can work independently and takes initiative; is flexible, adaptable, organized, collaborative, and team oriented. 
• Excellent verbal and written communication skills. 
• Strong customer service focus, with good interpersonal skills who is professional, patient and puts people first. 
• Can do attitude and ability to thrive in an entrepreneurial environment. 
• Ability to install, configure, and manage computers and related hardware and software. 
• Knowledge of computer and/or network security systems, applications, procedures, and techniques. 
• A desire to continuously expand your technical knowledge. 
• Ability to identify and resolve computer system malfunctions and operational problems. 
• Understanding of basic server and network technologies.  
• Experience with supporting Windows 10/11, Apple Mac and iOS operating systems. 
• Experience with O365, SharePoint, Exchange Online and  
• Experience with Active Directory a plus. 
• Proven problem solving and troubleshooting skills. 
• A willingness to work evenings and weekends on occasion.  
• Must be able to lift up to 50 lbs. occasionally. 

What You’ll Be a Part Of  

At Asmodee, we believe that great games and amazing stories have the power to bring people together. Strong communities are formed around the game table through the entertainment of game play. Shared play sparks discussions, fosters imagination and creates memories. As a leader of our industry, we have the responsibility to help these communities thrive. Asmodee exists to bring people together in a sustainable and positive way for individuals, communities and our planet.  

What To Expect From Us  

• 22 Days of PTO Annually  
• 10 Paid Holidays  
• Medical, Dental, Vision & Life Insurance  
• Competitive 401K Match  
• Paid Parental Leave  
• 2 Paid Volunteer Days Off  
• Flexible & Hybrid Schedules  
• Extensive Game Discounts  
• $250 Annually in Game Bucks  
• Career Growth & Development  
• Mental Health Programs  
• Virtual Healthcare Options  
• Employee Assistance Program  
• Employee Referral Program  

Our Commitment  

Asmodee’s purpose is Bringing People Together. To us that means all kinds of people, no matter their perceived differences.  

We strive to create a workplace where everyone feels empowered to show up as their full and authentic selves. We seek to support our diverse community of players by creating representative gaming experiences that celebrate a variety of backgrounds, skills, and views. Diversity and Inclusion fuels our creativity and promotes internal and external equity which allows us to continue in our efforts to bring people together around the game table. Games are for everyone.