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Electronic Arts

IT Services Specialist II

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Electronic Arts
๐Ÿ‡บ๐Ÿ‡ธ Redwood City, CA

A full time, 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 required on a rotational basis.

Key Skills & Responsibilities

  • Provide exceptional technical support and service to our customers, including 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 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

  • Bachelorโ€™s degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
  • You have 3 or more years of experience in all aspects of desktop 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
  • 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, Microsoft XDK, Sony XDK/PRODG, JIRA.
  • Understanding of development and consumer game consoles.
  • 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 โ€“ Ability and passion for learning new technology and tools.
  • Passion for Customer Support โ€“ 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 โ€“ The ability to analyze support requests and prioritize them based on impact
  • Discipline โ€“ 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.

About EA

At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers. We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and new parent leave, plus free video games and so much more! Electronic Arts 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. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.