Senior Desktop Support Engineer

Job 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

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES
• California (depending on location e.g. Los Angeles vs. Sacramento):
º $78,500 - $119,650

Base salary is just one part of the overall compensation at EA. We also 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, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.

Jobcode: Reference SBJ-d2eqzm-3-141-31-240-42 in your application.