Electronic Arts, Inc L2 Desktop Specialist in Seattle, Washington

At EA, we thrive on outrageous thinking. It’s the fuel that inspires the best games in the world. We’re innovators and great storytellers. But it’s not just about amazing your peers – it’s about amazing yourself. Take risks. Collaborate with brilliant minds and dare to dream big. Together, we can change the way millions play every day.

GENERAL DESCRIPTION

A full time, site specific position focused on IT client based solutions enabling the development of games. Position will be responsible for doing desktop work within the EA Vancouver desktop team. Role will require “self-starter” mentality and will require pro-active collaboration with L2 and L3 desktop techs. Position to participate in IT communities focused on knowledge sharing.On-call after hours support for local studio desktop support organization is a requirement.

KEY SKILLS & RESPONSIBILITIES

  • Key Skills

  • Work in an environment in which level 2 technicians will be motivated to provide best in class customer service.

  • Willing to learn the technology, improve their customer service delivery skills, and broaden their skill base.

  • Able to assume greater responsibility in day to day operations of desktop support.

  • Strong understanding of PC client workstation hardware, operating systems, applications, development game consoles, printers, mobile devices, networking.

  • Strong understanding in Apple Mac and Apple Mac specific software, and Apple Mac support is a plus.

  • Strong background in testing and optimizing client workstations and applications.

  • Strong understanding of microprocessor hardware and application across all device types

  • Knowledge and understanding of video conferencing equipment and usage.

  • Able to provide desktop support to VP level executives.

  • Responsibilities

  • 100% L2 level work.

  • Provide frontline support for technical issues

  • Set direction from desktop technology standpoint

WORK EXPERIENCE REQUIREMENTS

  • Intermediate technical skills and experience.

  • Intermediate understanding of current Desktop (and technology) hardware standards and future hardware releases.

  • Familiar with studio development applications including:Perforce, DevTrack, Visual Studio, Maya, 3DS Max, Photoshop, Microsoft XDK, Sony XDK/PRODG, Skype for Business, and Cisco video conferencing.

  • Knowledge of enterprise desktop and user administrative tools including Apple/Mac, Active Directory, SCCM 2012, and McAfee EPO.

  • Understanding of basic network protocols as well as network hardware.

  • Intermediate hardware and software troubleshooting skills in a massive environment required.

  • Intermediate knowledge of development and test hardware functionality including: updating firmware, updating to latest release for Xbox One and Sony PS4.Troubleshooting dev/test kit capabilities and knowledge of RMA process.

  • Basic understanding of server side components and applications including web, application, and database infrastructure.

  • Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.

  • Intermediate hardware and software troubleshooting skills in a fast paced environment required.

EA Job Levels (range) ITO Service Specialist I (L2 Desktop)

Education / Experience or Equiv. Combination

Bachelor’s degree or equivalent work experience (essential). 1-2 years’ previous experience in either a Desktop support or System administration role, with an ability to understand technical issues related to desktop support.

Technical Knowledge/ Depth of Expertise

  • Some knowledge of system fundamentals

  • Understands distributed system and network interaction

  • Willing to learn best practices

  • Good knowledge of network/servers and storage.

  • 1-2 yrs. Active Directory experience.

Complexity of Problem Solving

  • Can answer some aspects of complex hardware

  • Can find details on application and network errors

Freedom to Act/ Autonomy

  • Acts independently for system tasks

  • Receives general direction from management

Scope of Impact

  • Low to Medium impact

Internal/External Contacts

  • Works with internal customers solving complex problems

People/Budget Management

  • Works with Entry Level Desktop Technicians

  • Recommends purchase decisions

Interpersonal Skills/ Leadership Capability/ Action Values

  • Good written and verbal communication skills

  • Can make presentations

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.