Sr ITO Services Specialist

Requisition Number: 170085

Position Title: Sr ITO Services Specialist

External Description:

JOB DESCRIPTION

 Location: Redwood Shores

Job Title: Sr ITO Services Specialist

Reports to: Desktop Support Manager

Hours: Monday – Friday 8:30AM to 5:30PM

General Description

A full time, C-Level and Executive level centric, mostly site-specific position focused on IT client based solutions enabling the development of games. Support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Provide assistance with the creation and running of Zoom conference calls, webinars and conference room support. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Position to participate in IT communities focused on future standards and knowledge sharing. On-call after hours support for C-Level and Executives.

Key Skills & Responsibilities

 

• Provide exceptional technical support and a white glove service to our customers, primarily focused on C-Level, Executives, and other VIPs.
• Perform analysis and diagnosis of complex PC problems for end users, recommend and implement solutions.
• Evaluate, prioritize and respond to service requests with a resolution.
• Maintain timely and accurate helpdesk records using the ticket management system.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products.
• Build and maintain pro-active relationships with key stakeholders (C-Level, Executives and VIPs) within company business units that we support and work with to ensure that we meet business objectives.
• Recommend, schedule, and perform PC & Mac, hardware and peripheral equipment improvements, upgrades, and repairs.
• Write technical specifications for purchase of computers and peripherals and work with vendors to obtain quotes.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Monitor and test PC performance and provide statistics and reports.
• Manage the dispatch and return of off-site computer hardware.
• Experience of managing assets through an asset database.
• Place and escalate vendor service calls when necessary to resolve hardware or software failures.
• Knowledge, understanding and hands-on experience of video conferencing including support for Zoom conference calls and webinars.
• coordinate and support user training and documentation and provide technical assistance for post implementation support issues.
• Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as networking hardware.
• Maintain up-to-date knowledge of hardware, software and equipment contracts and supervise contract-based installations.
• Identify opportunities to improve existing processes through refinement and/or automation.

 

  Required Qualifications

• Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
• You have 5 or more years of experience in all aspects of desktop support with at least 2 years Executive Support.
• Experience with: Deploying, updating, optimizing, and troubleshooting Windows and Mac-based workstations and laptops in a corporate environment leveraging SCCM, JAMF (Casper), and other system management tools.
• Experiencing of administrating SCCM and JAMF.
• Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
• Experience with applications/tools including, but not limited to: Office Suites, Slack, Zoom, OKTA, Data Encryption (BitLocker / FileVault), Adobe Creative Cloud, JIRA.
• Experience with Automation/Scripting.
• Familiarity and experience with scripting languages: PowerShell, Bash, Python, JavaScript, etc...
• Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow).
• Ability to coordinate and communicate at all levels within the organization.
• Tech Savvy – Ability and passion for learning new technology and tools.
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time.
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication.
• Self-starter, self-motivated, able to work under minimal supervision.
• Experience with Project Management tools/methodologies.
• Remote/On-site flexibility.
• Able to lift 50 lbs.

City:

State:

Community / Marketing Title: Sr ITO Services Specialist

Company Profile:

Electronic Arts Inc. este o companie de divertisment interactiv, lider la nivel mondial. EA oferă jocuri, conținut și servicii online pentru console conectate la Internet, calculatoare personale, telefoane mobile și tablete.

EEOText: EA este un angajator care oferă oportunități egale. Toate deciziile de angajare sunt luate fără a ține seama de rasă, culoare, origine națională, descendență, sex, identitate sau exprimare de gen, orientare sexuală, vârstă, informații genetice, religie, dizabilități, stare medicală, sarcină, stare civilă, statut familial, statut de veteran sau orice altă caracteristică protejată de lege. De asemenea, acceptăm și candidaturi calificate din partea persoanelor cu cazier, în conformitate cu legislația aplicabilă. De asemenea, EA oferă locuri de muncă pentru persoanele cu handicap calificate, conform legislației aplicabile.

Days Open: 45

Can this position be remote?: 1

EEO Employer Verbiage:

EA este un angajator care oferă oportunități egale. Toate deciziile de angajare sunt luate fără a ține seama de rasă, culoare, origine națională, descendență, sex, identitate sau exprimare de gen, orientare sexuală, vârstă, informații genetice, religie, dizabilități, stare medicală, sarcină, stare civilă, statut familial sau statut de veteran. De asemenea, EA oferă locuri de muncă pentru persoanele cu handicap calificate, conform legislației aplicabile.