Senior Desktop Support Engineer

Requisition Number: 180593

Position Title: IT Specialist I

External Description:

IT Senior Desktop Support Engineer
Location: Chatsworth, California US

We are EA
And we make games – how cool is that? In fact, we entertain millions of people
across the globe with the most amazing and immersive interactive software in the
industry. But making games is tough. That’s why we employ the most creative and
passionate people in the industry.

Team:
We are the IT team who supports AAA game development in a highly collaborative
environment at our Los Angeles studios; Respawn Entertainment, Ripple Effect
Studios, EALA at Electronic Arts (EA).
Come help us power the future of play with the teams developing Apex Legends,
Medal of Honor, Star Wars Jedi Survivor and many more.

Responsibilities
● Collaborate with Desktop support engineering team that is responsible for:
Imaging, New machine setup, PC refreshes, Hardware replacements,
Software Licensing and provide Tier 3 IT support for employees (onsite and
remote)
● Incident Management – Responding, tracking, resolving, and performing root
cause analysis to prevent reoccurring issues on escalated/assigned tickets as
per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
and deliver world-class customer service
● You will identify challenges/opportunities and develop technical solutions
through automation, scripting and engineering best practices
● Develop tools and scripts to assist with routine and complex maintenance
tasks within the Endpoint/Desktop Engineering space
● You will act as liaison between Business Stakeholders, Site IT, and Global IT
Functions
● Be a reference for team members for all technical issues in his/her field of
expertise, and act as a mentor for all team members
● Serve as last escalation point to internal IT team & resolve the most complex
technical issues in his/her field of expertise
● Participate in additional technology initiatives as required - Assisting with
server and network upgrades, office moves and technology rollouts
● Develop positive relationships with the business and other functions at all
levels
● Collaborate with global IT team members to ensure consistent IT services to
our business users
● Look to improve all aspects of the Desktop Support Engineering functions
continually
● Maintain documentation of systems and processes
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 a gaming studio site
IT or within the entertainment media industry
● You have 2 or more years of experience in an IT senior and/or leadership role
● Experience with: Deploying, updating, optimizing, and troubleshooting
Windows-based and Mac-based workstations in a corporate environment
leveraging ConfigMgr, JAMF (Casper), and other system management tools
● Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP,
SNMP, HTTP, HTTPS, as well as network hardware.
● Experience with G-suite/administration, Endpoint management tools admin
(MECM/Intune), Anti-virus solutions, Virtual Desktop Infrastructure solutions
(VDI), DNS, DHCP, Active Directory management, MECM advanced
troubleshooting, JAMF policies advanced troubleshooting, file and printing
services, and shared drives
● Strong understanding of game consoles
● Experience with Automation/Scripting (must have projects to speak to) e.g.
Shell scripts, Perl, Ruby, Python
● 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 –
Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level
Execs
● Tech Savvy – Ability and passion for learning new technology and tools
● Excellent Project Management (preferably Agile sprint methodology)
● 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
What’s in it for you? Glad you asked!
We love to brag about our great perks like comprehensive health and benefit
packages, tuition reimbursement, 401k with company match and, of course, free
video games. And since we realize it takes world-class people to make world-
class games, we offer competitive compensation packages and a culture that
thrives off of creativity and individuality. At EA, we live the “work hard/play
hard” credo every day.

Not only that, we’re confident we’ll provide you with opportunities to become an
expert in our industry by offering hands on experience using and building with
cutting-edge technologies such as VMware, Docker, Container, Mesos and more

City:

State:

Community / Marketing Title: Senior Desktop Support Engineer

Company Profile:

Nous sommes une équipe internationale de spécialistes de la création, de la narration, de la technologie, de la génération d’expériences, de l’innovation et bien plus encore. Nous pensons que nos équipes doivent être aussi diversifiées que nos communautés afin de créer des jeux et des expériences inoubliables. Chez Electronic Arts, la seule limite est votre imagination.

EEOText: EA est un employeur qui offre l'égalité d'accès à l'emploi. Toutes les décisions d'emploi sont prises sans prendre en considération les critères de race, couleur de la peau, origine ethnique, descendance, sexe, genre, identité ou expressions de genre, orientation sexuelle, âge, de nature génétique, religion, invalidité, état de santé, grossesse, situation matrimoniale, situation familiale, état d'ancien combattant, ou encore toute autre caractéristique protégée par la loi. Nous tiendrons aussi compte des candidats qualifiés à l'emploi possédant un casier judiciaire, en vertu de la loi en vigueur. EA veille aussi à procéder à des aménagements spéciaux en milieu de travail pour les candidats qualifiés et présentant une invalidité, tel que requis par la loi en vigueur.

Days Open: 183

Can this position be remote?: 0

EEO Employer Verbiage:

À propos d'Electronic Arts

Toutes nos actions sont tendues vers le même objectif : transmettre l'envie de jouer. Au travers de nos jeux innovants, de nos services novateurs et de nos technologies de pointe, nous offrons des possibilités infinies à des millions de fans dans le monde entier.

Nous cherchons des personnes inclusives et collaboratives aux points de vue variés pour enrichir notre culture et nous stimuler. Grâce à notre programme d’avantages sociaux, nous adoptons une approche holistique centrée sur le bien-être physique, émotionnel, financier, professionnel et communautaire pour soutenir les membres de notre personnel à chaque chapitre de leur vie. Nous fournissons un ensemble complet d’avantages sociaux garantissant une vie équilibrée et offrant notamment des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Notre objectif est de fournir un environnement de travail sûr et bienveillant qui vous permet de vous épanouir sur le plan personnel comme sur le plan professionnel.

Electronic Arts souscrit au principe de l’égalité des chances. Nous prenons nos décisions en matière d’emploi sans distinction de race, de couleur, de pays d’origine, d’hérédité, de sexe, de genre, d’identité ou d’expression de genre, d’orientation sexuelle, d’âge, d’informations génétiques, de religion, de handicap, d’état de santé, de grossesse, de situation familiale, d’ancienneté ou de tout autre facteur protégé par la loi. Nous étudions également les candidatures des personnes qualifiées possédant un casier judiciaire, conformément à la loi en vigueur. Par ailleurs, EA aménage l’environnement de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.