IT Services Specialist

Job Description

Sr ITO Services Specialist

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

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. 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.

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 proactive 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.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Monitor and test PC performance and provide statistics and reports.
• 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.
• Identify opportunities to improve existing processes through refinement and/or automation.
• Provide training in team meetings on various topics along with Q&A.
• Create reports, including publishing reports in Microsoft PowerBI, from SCCM and JAMF Pro as needed by IT and/or the business.
• Create, update, and maintain documentation in Confluence, Google Drive and EA World.
• SME and escalation point for the Desktop Team.

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, JAMF (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.
• Remote/On-site flexibility.
• Able to lift 50 lbs.

Jobcode: Reference SBJ-rox7x3-18-116-8-110-42 in your application.