Desktop Support Team Lead

Location: Edmonton, Alberta, Canada

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Requisition Number: 157030

Position Title: Sr ITO Services Specialist

External Description:

To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness. To be the lead technician for a customer grouping within the desktop support group and/or take on the lead of significant desktop related projects.

All support is provided in person and the Specialist must be comfortable communicating directly with all end-users in a variety of business units such as Engineering, Marketing, HR, as well as Executive level users.  This is not a phone support or help desk role.

Responsibilities:

  • Manage, organize and coordinate team efforts for 2 to 3 desktop level 2 support.  Develop and assess team members
  • Client relationship, interface with studio stakeholders as well as executives, understand and keep abreast of business needs to align work and priorities as well as help improve technologies and operations.
  • Lead by setting the example, encourage creativity, curiosity and constant improvement
  • Manage and coordinate budget as well as purchasing of hardware and software for studio needs, lifecycle management
  • Liaising with various IT teams to drive and participate in projects, compliance with global IT security standards, technology research, and testing, maximize system performance, reliability as well as resolve issues
  • Hands-on in the day to day operations of the studio such as installation, maintenance, and troubleshooting of equipment associated with various Dev teams including but not limited to PC's, game consoles, Audio-Video equipment, mobile devices.
  • Administering Windows and Mac desktop environments including configuring, upgrading, packaging and deployment, troubleshooting and resolving issues.
  • Organizing and working to test, prepare, and maintaining technology for shows, conventions, demos, and events.

Work Experience Requirements

  • 3-5 years’ experience in a similar position.
  • Team leadership experience.
  • Executive/VIP support.
  • Budget creation and management.
  • Purchasing and asset management. Any experience with Oracle iProc is a plus.
  • Project planning and organization.
  • Strong documentation skills.
  • Strong written and verbal communication skills.
  • Windows 10, Mac OS, iOS & Android mobile OS, Office 365.
  • Strong understanding of Meeting Room AV Technology. Example; Cisco SX and Room Kit series Vicon equipment, Crestron.
  • Strong understanding of PC client workstation hardware installation, upgrades, troubleshooting, and an understanding of current hardware standards and future releases.  
  • Strong hardware and software troubleshooting skills in a fast-paced environment required.
  • Familiar with enterprise desktop and user administrative tools including Active Directory, SCCM.
  • Basic Understanding of network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
  • Experience with Sony and Microsoft console hardware and software.
  • Able to lift 50 lbs.
  • Ability to work out of office hours.

 Additional skills, if you got them it would be a plus.

  • Mac hardware, Mac-specific software, and Mac imaging. JAMF Casper Suite/JAMF Pro.
  • Familiar with development applications including Perforce, MS Visual Studio, Autodesk Suite, and Adobe Suite.
  • Familiar with development applications including Perforce, MS Visual Studio, Autodesk Suite, and Adobe Suite.
  • Experience writing code to create automated solutions (i.e.: Bash, Python, JavaScript, PowerShell).

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Community / Marketing Title: Desktop Support Team Lead

Company Profile:

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

EEOText: EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Date Opened: 2019-08-15 19:59:24.21

EEO Employer Verbiage:

EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.

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