Responsibilities
- Address user support requests through phone and ticketing systems with professionalism, ensuring accurate documentation of resolutions.
- Use the 'TechTime' scheduling tool to organize on-site and remote support sessions, prioritize incidents, escalate when necessary, and monitor recurring problems.
- Diagnose and resolve technical issues related to operating systems, hardware, software, and network connectivity across desktops, laptops, mobile devices, printers, and audiovisual equipment.
- Install, configure, update, and maintain end-user devices and Microsoft 365 applications while managing inventory and asset tracking records.
- Assist users with technology usage and policy adherence, create knowledge base content, and support process enhancements and project implementations.
- Deliver both remote and on-site technical support, including specialized assistance for executive users, enterprise printing, mobile devices, and VoIP/Teams meeting room systems.
- Follow established IT protocols, ensure software license compliance, and recommend improvements to operational workflows.
- Configure, manage, and troubleshoot device policies, profiles, and deployments using Intune, Windows Autopilot, and application packaging tools.
- Maintain up-to-date technical documentation and develop automation scripts to improve endpoint management efficiency.
- Enforce security compliance for all devices prior to network access using MDM and MFA platforms such as Intune, ABM, Microsoft Authenticator, and RSA SecurID.
- Apply security patches and updates via FireEye, Qualys, and CrowdStrike; manage encryption tools including BitLocker and FileVault; grant administrative privileges as authorized.
- Support remote access configurations using Cisco AnyConnect and Citrix VPN solutions, set up user accounts, and assist with remote printing through PrinterLogic.
- Diagnose and resolve remote connectivity issues using systematic troubleshooting methods and clear communication techniques.
Benefits
- Comprehensive health coverage including medical, prescription, dental, and vision plans for employees, spouses, domestic partners, and dependent children.
- Access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- Employee Assistance Program (EAP) and extensive behavioral health services.
- Fertility support, including surrogacy options, and adoption assistance programs.
- Basic and supplemental life insurance for employees, with additional coverage available for spouses, domestic partners, and children.
- Voluntary benefits including group legal services, identity theft protection, accident insurance, and hospital indemnity coverage.
- Short-term and long-term disability insurance plans.
- Paid leave for new parents and caregivers.
- 401(k) retirement plan with pre-tax, Roth, and after-tax contribution options and immediate vesting of company match.
- Education reimbursement and student loan assistance programs.
- Flexible work options, including remote and hybrid work arrangements.
- Generous time-off policies including vacation, paid holidays, sick leave, Summer Fridays (early dismissal), and a winter break between Christmas and New Year’s Day, subject to business needs.
- Eligibility for referral bonuses, based on program criteria.
- Matching gift program for charitable donations.
- Participation in diverse employee business resource groups (EBRGs).
- Exclusive employee discounts on company products.
- Employee Stock Purchase Plan (ESPP) with waived commissions and fees on after-tax payroll deductions.
- Annual performance-based incentive bonus.
Benefits
Eligible regular employees working at least 20 hours per week receive a comprehensive benefits package supporting physical, emotional, and financial well-being, including medical, prescription, dental, and vision coverage for employees and their families; access to HSA and FSA accounts; behavioral health and employee assistance programs; fertility and adoption support; life and supplemental insurance options; voluntary benefits; disability coverage; paid leave policies; retirement savings with company match; education support; flexible work options; time-off benefits; referral incentives; charitable matching; employee resource groups; product discounts; stock purchase plan; and annual bonus opportunities.
Right to Work (English/Spanish)
The company participates in E-Verify for employment eligibility verification in both English and Spanish.
Disability Accommodation for Applicants to Sony Corporation of America
Reasonable accommodations are provided for qualified individuals with disabilities during the job application process. Requests can be made via email at careers@sonyusa.com or by mail to Sony Corporation of America, Human Resources Department, 25 Madison Avenue, New York, NY 10010. Applicants should specify the position of interest. Caution is advised regarding fraudulent job postings; only apply through the official careers site at www.sonyjobs.com. Personal information such as Social Security numbers or bank details is never requested early in the hiring process. Suspected fraudulent communications should be verified by contacting careers@sonyusa.com.
Other
- Integrity, honesty, and ethical behavior are essential for this role.
- Ability to travel to other company office locations as required.
- Flexibility to work outside standard business hours, including nights, weekends, and holidays when necessary.
- Physical demands include prolonged sitting, standing, walking, bending, squatting, and lifting up to 35 pounds.
- Applicant must be authorized to work in the United States without restrictions.
