Device Experience Administrator

JOB RESPONSIBILITIES

IT Support

• Respond to help requests via phone and work orders in a courteous professional manner; document actions and resolutions in the ticketing system.

• Prioritize and schedule incidents using the TechTime booking system for on-site or remote support; escalate as needed and track recurring issues.

• Troubleshoot and resolve operating system hardware software and network issues for desktops laptops mobile devices printers and AV equipment.

• Perform installations configurations upgrades and maintenance of end-user devices and Microsoft 365 applications; manage inventory and asset records.

• Support end users on technology questions and policies; develop knowledge base articles and guides; contribute to process improvements and project rollouts.

• Provide remote and on-site support includingVIP users; handle enterprise printing mobile device support and VoIP/Teams meeting room devices.

• Follow IT proceduresmonitorlicense compliance and suggest process improvements.

• Manage configure and troubleshoot device policies profiles and deployments with Intune Windows Autopilot and application packaging.

• Maintain technical documentation and develop automation scripts to streamline endpoint management.

Security

• Ensure all devicescomply withsecurity standards before network access; manage devices using MDM/MFA platforms (Intune ABM Microsoft Authenticator RSA SecurID).

• Perform security updates (FireEye Qualys CrowdStrike); handle encryption tools (BitLockerFileVault); grant admin access asappropriate.

Remote Access

• Support remote access setups with VPN (Cisco AnyConnect Citrix) configure accounts andassistwith remote printing (PrinterLogic).

• Troubleshoot remote issues using diagnostic techniques and effective communication.

Honestytrustworthinessand ethical conduct are material requirements for the responsibilities outlined above

QUALIFICATIONS FOR POSITION

Your qualifications and experience should include:

• Bachelorsdegreein the field of Computer Science and two years or more related work experienceis preferred; significant relevant experience can be substituted for formal education.

• Minimum 3 yearsof hands-on IT experience (Azure AD On-Premises Active Directory O365 Windows 10 DNS/DHCP Microsoft Authenticator) as well aspreviousexperience in Level 2-3 support.

• ITIL V3 Certification preferred.

• 2years of physical telecom/network experience (Cat 5e/6 cabling punch down and termination network rack installation cable testing and diagnosis general network troubleshooting).

• Proficient with Windows 10/11 Mac OS X Office 365 Microsoft 365 apps (Word Excel PowerPoint Outlook OneNote Teams) and core diagnostic utilities (Active Directory Entra ID/Azure AD Intune SCCM OWA).Understanding ofMicrosoft patching cycles and policies best practice processes.

• Experience with desktop and mobile device management automation tools and real-time analytics (e.g. Microsoft Copilot Nexthink).

• General knowledge of supporting Apple OSX and iOS with experience of imaging Macs and setting up Mobile devices.

• UnderstandingofConfiguration ManagementMDM (Mobile Device Management) and Deployment methods with SCCM.

• Experience with muti-factor authentication and mobility services using MFA and Intune.

• Experience with an IT Service Management ticketing system using Remedy Helix.

• Experience performinginstalls movesadd changes and decommission of computer equipment including Data and Application Recovery.

• Exceptional deployment methodsincludeinventory control security baselining patching software and application deployments.

• Knowledge of using remote management tools such as LogMeIn andGotoAssist.

• Active Help Desk Institute (HDI) Desktop Support Technician (DST) Certification with experience using the Remedy Ticketingsystem(ARS)arepreferred.

• Prior experience working in customer service environment supportcenteror desktop support.

• Strong written and oral communication skills.

• Ability to travel as needed to other Sony office locations.

• Mustbe able to accommodate a flexible work schedule that may include nights weekends orholidays as.

• The position may requirethe abilityto sit stand walk extended distances bendstopsquatandlift upto 35 lbs.

• Must be eligible to work unrestricted in the USA

Personal Attributes & Soft Skills

• Quick learner with strong analytical problem-solving and multi-tasking abilities.

• Excellent customer service communication and teamwork skills; adaptable detail-oriented and proactive in high-pressure environments.

• Committed to continuous learning delivering user-friendly solutions and contributing to a collaborative team atmosphere.

• Ability to plan and prioritize work while responding to rapidly changing priorities.

• Teamplayerwho enjoysandisable to workcollaboratively as part of a group as well as working independently to produce results.

• Able to interact with clients and colleagues at all organizational levels

In addition to competitive pay and benefits we offer an environment and culture that promotes Diversity Equity and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sonys purpose to fill the world with emotion through the power of creativity and technology.

Benefits:

SCA offers benefits-eligible employees (generally regularemployees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their familys physical emotional and financial well-being.

What we offer you:

• Comprehensive medical prescription drug dental and vision coverage with coverage for spouses/domestic partners and child dependents including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)

• Employeeassistanceplan and comprehensive behavioral health benefits

• Fertility benefits including surrogacy and adoptionassistanceprograms

• Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children

• Voluntary benefits such as group legal identity theft protection accident and hospital indemnity insurance

• Short-term & long-term disability plans

• Paid parental and caregiver leave

• 401(k) Plan with pre-tax Roth and after-tax options and company match with immediate vesting

• Educationassistanceand student loan programs

Other Programs:

• Flexible Work Arrangements including remote and hybrid work schedules

• Time off to include vacation paid holidays sick leave Summer Fridays (early release) and a winter break between Christmas and New Years Day (based on business needs)

• Referral bonuses (subject to eligibility)

• Matching gift program

• A wide variety of employee business resource groups (EBRGs)

• Special discountson Sony products offered exclusively to Sony employees

• Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)

• Annual incentive bonus

The target annualized base salary range for this position is $80000 to $95000. In addition to the annual base salary this role has an annual bonus target of5%.Theindividual will be paid hourly and eligible for overtime. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors which may include as applicable the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held and the location in which the applicant lives and/or from which they will be performing the job.

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