IT Helpdesk Specialist

Blackbird Interactive is a creative-fueled, future-driven, independent game studio where the best talent in the industry can find long-term careers to help grow their abilities while working on a wide range of projects. These include both world-class IPs and our own creations, across multiple platforms and genres.

We’re looking for an IT Helpdesk Specialist to provide friendly, reliable frontline support for our studio. You’ll be focused primarily on employee onboarding/offboarding, day-to-day user support, endpoint setup, account provisioning, and keeping common issues moving through to resolution. You’ll work closely with the broader IT team and escalate more complex infrastructure issues when needed.

This role is full-time in-studio (5 days/week), Monday–Friday in Vancouver.

What you'll tackle:

Onboarding, Offboarding & Account Support:
• Prepare and set up workstations for new hires (imaging, software installs, peripherals, basic configuration).
• Provision and deprovision accounts across core tools and services following documented processes.
• Support access requests (permissions, groups, licenses) and route approvals as needed.
• Help ensure smooth transitions for team changes, returns, and departures

End-User Support & Helpdesk:
• Respond to tickets and walk-ups for common hardware/software issues (Windows/macOS, printers, peripherals, conferencing).
• Troubleshoot everyday access problems (password resets, MFA issues, basic permissions/access).
• Support collaboration tools and productivity apps (e.g., Google Workspace and common studio tools).
• Provide clear communication to users and keep tickets updated with progress and outcomes

Device & Inventory Management:
• Track equipment inventory (laptops/desktops, monitors, accessories) and maintain accurate records.
• Coordinate device swaps, repairs, returns, and warranty/RMA processes.
• Assist with basic endpoint hygiene (updates, standard apps, baseline configuration) under IT direction

Documentation & Continuous Improvement:
• Maintain and improve helpdesk documentation (FAQs, onboarding checklists, simple runbooks).
• Identify repeat issues and suggest improvements to reduce friction and ticket volume.
• Help keep processes organized and consistent as the studio grows

Team Collaboration & Workflow:
• Track and manage work through Atlassian/Jira and/or Azure DevOps (ADO).
• Escalate infrastructure, networking, server, or security issues to the appropriate IT team members.
• Coordinate with IT to schedule user-impacting work and minimize downtime

You’ll Thrive Here If You…:
• Have 1–3+ years in IT support/helpdesk or desktop support (or equivalent hands-on experience).
• Have supported a team with many end users and a variety of hardware/software needs.
• Enjoy helping people and can explain technical fixes in a calm, friendly way

Core Technical Skills:
• Comfortable supporting Windows and/or macOS endpoints (setup, troubleshooting, apps, peripherals).
• Familiar with identity and basic access workflows (e.g., Google Workspace and/or Active Directory basics).
• Able to troubleshoot common connectivity issues (Wi-Fi, VPN basics, DNS “simple checks”).
• Strong ticketing habits: triage, prioritization, documentation, and follow-through

Mindset:
• Service-oriented and patient, with strong communication skills.
• Organized and detail-focused (especially for onboarding and access changes).
• Proactive about documentation and improving repeatable processes.
• Security-aware in day-to-day work (least privilege, careful handling of access requests)

Bonus XP:
• Experience with endpoint management tools and device provisioning workflows.
• Basic familiarity with Active Directory, group-based access, and permissions concepts.
• Experience supporting creative/production environments (or similarly fast-paced teams).
• Comfortable with simple scripting or automation (PowerShell basics a plus)