At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!
Working with general supervision, the
IT Support Engineer is responsible for resolving advanced technical issues, supporting key IT operational processes, and serving as an escalation point for Service Desk and Tech II support teams. This position regularly collaborates with internal IT teams, vendors, and business stakeholders to ensure efficient issue resolution, compliance with access management controls, and delivery of exceptional customer service. This role requires independent judgment, technical expertise, and the ability to manage multiple priorities while maintaining operational excellence. Non-routine activities may require manager approval.
This role is onsite in Grapevine, TX 5 days a week.
ROLES AND RESPONSIBILITIES- Serve as the primary escalation point for unresolved incidents and service requests from Tech II support teams.
- Investigate, troubleshoot, and resolve complex technical issues involving user access, endpoint systems, applications, and infrastructure services.
- Perform ticket triage activities, ensuring proper prioritization, categorization, assignment, and timely resolution of incidents and requests.
- Execute and maintain SOX-compliant access provisioning, deprovisioning, and access review processes.
- Support warehouse operations and provide deskside technical support for corporate office and field personnel.
- Coordinate with third-party vendors to resolve hardware, software, telecommunications, and service-related issues.
- Develop and maintain PowerShell scripts to automate administrative tasks, improve operational efficiency, and enhance system management capabilities.
- Participate in IT projects including deployments, system upgrades, process improvements, and technology implementations.
- Create, maintain, and update technical documentation, support procedures, knowledge base articles, and operational runbooks.
- Collaborate with infrastructure, security, application, and business teams to drive issue resolution and continuous improvement.
- Monitor incidents and service requests from initiation through resolution while providing timely communication to stakeholders.
- Identify recurring issues and recommend process, technology, or documentation improvements to enhance the customer experience.
REQUIRED SKILLS AND EXPERIENCE- Excellent customer service, communication, and problem-solving skills.
- 3-5 years of relevant IT support, service desk, or desktop support experience.
- Experience troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, and endpoint technologies.
- Experience with access management processes and security controls.
- Working knowledge of SOX compliance requirements related to user access management.
- Experience utilizing ITSM platforms for incident, request, and knowledge management.
- Proficiency with PowerShell scripting and task automation.
- Ability to prioritize competing workloads and manage escalated incidents effectively.
- Strong technical documentation and knowledge management skills.
- Ability to work independently while collaborating effectively across teams.
PREFERRED SKILLS AND EXPERIENCE- Experience supporting warehouse environments, distribution centers, or retail operations.
- Experience with Microsoft Entra ID (Azure AD), Intune, and Microsoft Endpoint Manager.
- Knowledge of identity and access management best practices.
- Experience supporting executive leadership and VIP users.
- Familiarity with project implementation and change management processes.
- Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundation.
- Experience coordinating with external technology vendors and service providers.
PHYSICAL REQUIREMENTS- Ability to move and install IT equipment including desktops, monitors, printers, and peripheral devices.
- Ability to work in warehouse, office, and retail support environments as needed.
- Ability to lift up to 30 pounds occasionally.
- Ability to travel locally as business needs require.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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