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, including VIP users; handle enterprise printing, mobile device support, and VoIP/Teams meeting room devices.

• Follow IT procedures, monitor license 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 devices comply with security 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 (BitLocker, FileVault); grant admin access as appropriate.

Remote Access

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

• Troubleshoot remote issues using diagnostic techniques and effective communication.

Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above

QUALIFICATIONS FOR POSITION

Your qualifications and experience should include:

• Bachelor's degreein the field of Computer Science and two years or more related work experience is preferred; significant relevant experience can be substituted for formal education.

• Minimum 3 years of 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.

• 2+ years 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 of Microsoft 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 Management,MDM (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 performing installs, moves, add, 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) are preferred.

• 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, or holidays asrequired.

• The position may requirethe abilityto sit, stand, walk extended distances, bend,stop,squatandlift 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 enjoys and is able to work collaboratively 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 Sony's purpose to "fill the world with emotion through the power of creativity and technology".

Benefits:

SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family's 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)

• Employee assistance plan and comprehensive behavioral health benefits

• Fertility benefits, including surrogacy, and adoption assistance programs

• 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

• Education assistance and 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 Year's Day (based on business needs)

• Referral bonuses (subject to eligibility)

• Matching gift program

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

• Special discounts on 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 $90,000 to $95,000. In addition to the annual base salary, this role has an annual bonus target of5%. The individual 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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