Helpdesk Administrator (Contract)

POSITION SUMMARY

The Helpdesk Administrator – serves as the first point of contact for all IT-related issues and service requests. This role provides frontline technical support to employees, assists with onboarding and basic device setup, and ensures all requests are accurately logged, tracked, and resolved or escalated according to established procedures. 

This position focuses on user support, ticket handling, and basic troubleshooting, with escalation of complex issues to senior staff.

This will be a 6-month long contract. Join us at our new campus in Irvine, California where you will be working 5 days a week in-office at our Irvine office. 

ESSENTIAL RESPONSIBILITIES

Helpdesk & User Support 

• Serve as the first point of contact for IT support requests via ticketing system, email, phone, or walk-up support 

• Log, categorize, prioritize, and document all incidents and service requests in the ticketing system 

• Provide basic troubleshooting for common hardware, software, and connectivity issues 

• Resolve Tier 1 issues following documented procedures and knowledge base articles 
• Escalate unresolved or complex issues to Tier 2 or Senior Helpdesk staff with clear documentation 

End-User Device Support 

• Assist with setup and deployment of laptops, monitors, peripherals, and mobile devices 

• Perform basic workstation configuration (laptops, desktops, accounts, standard software, printers, VPN, MFA setup) 

• Support basic account access issues under established security policies 
• Assist with basic Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint access), remote and on-site 

Onboarding & Offboarding Support 

• Assist with IT onboarding tasks for new hires, including device preparation and initial access setup 

• Support offboarding activities such as equipment collection and account disablement (under supervision) 
• Ensure onboarding/offboarding tasks are completed and documented in accordance with IS procedures 

Asset & Inventory Support 

• Assist with tracking and maintaining IT asset inventory (laptops, peripherals, accessories) 

• Tag and record issued equipment in asset management systems 
• Support periodic asset audits and inventory checks 

Documentation & Process Adherence 

• Follow established IT policies, procedures, and security standards 

• Use and contribute to the helpdesk knowledge base as directed 
• Accurately document issue resolution steps and outcomes for audit and reporting purposes 

General Support Responsibilities 

• Provide basic support for conference room and A/V equipment 

• Assist team members with routine tasks, moves, and minor projects 

• Maintain a professional, customer-focused approach when supporting users 
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS 

• Basic understanding of Windows and/or macOS environments 
• Strong Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive) 
• Strong customer service and communication skills 
• Ability to follow documented procedures and escalate appropriately 
• Basic understanding of IT concepts (hardware, software, networking fundamentals) 
• Able to lift up to 50lbs 

PREFERRED QUALIFICATIONS 

• Prior helpdesk, technical support, or customer support experience 
• Familiarity with ticketing systems and asset tracking tools 

WORK ENVIRONMENT 

In this position, the work environment will necessitate frequent periods of sitting and engaging in computer-related tasks. There will be occasional requirements to stand and/or walk, with infrequent circumstances requiring lifting, carrying, squatting, kneeling, bending, or climbing more than 50 pounds. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications of employees assigned to this job. 

Salary Range:

$25.00 an hour - $32.00 an hour

Actual base salary will be determined based on numerous relevant business and candidate factors including, but not limited to, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs. The salary range listed is just one component of the total compensation package for employees and it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Pursuant to the California Consumer Privacy Act of 2018, Bandai Namco Entertainment America Inc. is providing the following notice regarding the Personal Information we collect and use in the context of this job application: https://www.bandainamcoent.com/legal/bnea-privacy-ccpanotice

About Bandai Namco Entertainment America Inc.

Bandai Namco Entertainment America Inc., part of the Bandai Namco Group, is a leading global publisher and developer of interactive entertainment for major video game consoles, PC, online, and mobile platforms. The company is known for creating many of the industry’s beloved classic franchises such as PAC-MAN®, GALAGA®, TEKKEN®, SOULCALIBUR®, and ACE COMBAT®, and publishing the critically acclaimed DARK SOULS™ series and the blockbuster title ELDEN RING™. Bandai Namco Entertainment America Inc. is also the premier publisher in the Western hemisphere for anime-based video games including GUNDAM™, NARUTO SHIPPUDEN™, DRAGON BALL™, and ONE PIECE®. Bandai Namco Entertainment America Inc. is headquartered in Irvine, California. More information about the company and its products can be found at http://www.bandainamcoent.com.