• Job Description

  Req#: 180593

  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.

• About the company

  Electronic Arts Inc. is an American video game company headquartered in Redwood City, California.

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