Sr IT Service Specialist

Description & Requirements
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

Location: Redwood Shores

Job Title: Sr IT Service Specialist

Reports to: Desktop Support Manager

Hours: Monday – Friday 8:00AM to 5:00PM

TFT: 18 Months

Role Overview

A TFT, site-specific position, reporting to the Desktop Support Manager, focused on 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. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Identify areas for automation within EAIT and focus on design, development, and evaluation of automation. This position is to participate in IT communities focused on future standards and knowledge sharing. On-call after-hours support required on a rotational basis. Due to the nature of the support role, the work is 100% on-site.

Responsibilities

• Provide timely and effective technical support to end users, ensuring clear communication and resolution of issues via IT ticketing system, calls, email, internal messaging or in-person interactions.

• Collaborate with the Desktop support team that is responsible for: Imaging and new machine setups for both PC and Mac, refreshes, hardware replacements and upgrades, software licensing, and onsite support for studio staff with walk-up help requests.

• Develop relationships with the business and other departments at all levels to have a greater understanding of individual and team needs, as well as development pipelines and important milestone dates.
• Develop and apply audio-visual subject matter expertise in the functionality and operational performance of meeting rooms. Provide rapid response of support requests relating to meeting room technologies, showing calm focus in high-pressure support situations.
• Collaborate with global IT peers and management to ensure consistent support is provided across regions and sites.
• Working to ensure the fleet of hardware at your site follows hardware asset management best practices, and equipment is effectively evergreened on appropriate timelines to reduce business downtime and empower staff productivity.
• Be able to provide effective support to executives and on-site events.

Required Qualifications

• Bachelor'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, Azure/Intune, JAMF Pro (Casper), Tanium 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.
• 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.
• Able to lift 50 lbs.

Compensation And Benefits
The ranges listed below are what EA in good faith expects to pay applicants for this role in these locations at the time of this posting. If you reside in a different location, a recruiter will advise on the applicable range and benefits. Pay offered will be determined based on a number of relevant business and candidate factors (e.g. education, qualifications, certifications, experience, skills, geographic location, or business needs).

PAY RANGES

• California (depending on location e.g. Los Angeles vs. San Francisco) *$83,100 - $127,500 USD

In the US, we offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to temporary full-time employees scheduled to work full time.

About Electronic Arts
We're proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

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. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.