IT Helpdesk Specialist

Overview
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.

Responsibilities

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 Dev Ops (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 (Power Shell basics a plus)

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