IT Service Specialist

3 months ago

Vancouver, Canada Electronic Arts Full time

Location: Vancouver, BC

Job Title: L2 Desktop Specialist

Reports to: IT Manager

Role Overview:
We are seeking a dedicated and inclusive individual to join our team as an L2 Desktop Specialist. As an L2 Desktop

Specialist, you will play a crucial role in providing exceptional technical support to our organization.

You will be responsible for the following tasks:

- You will Triage our ServiceNow queue by updating ticket priority and short description, as well as

assigning tickets within rotation.
- You will Contact users to clarify and gather required information for efficient ticket resolution.
- You will Monitor our Slack support channels, respond to information requests, route users to appropriate

channels, and create tickets to add to our ServiceNow queue.
- You will Communicate service standards and set expectations, including SLAs (Service Level Agreements)

and scope, to ensure smooth operations.
- You will Monitor other technicians when they cover Queue Management, identify problem areas, update

documentation, and provide training as needed.
- You will Manage front desk operations, including intaking walk-ups and assisting users in creating tickets.
- You will Update equipment tracking sheets to maintain accurate records.

information requests promptly.
- You will Collaborate with necessary escalation points to ensure visibility and action on critical issues.

Qualifications:

- High school diploma or equivalent; Bachelor's degree preferred.
- Experience in technical support or a related field is desirable.
- Proficiency in using ticketing systems, such as ServiceNow, and other relevant software.
- Strong problem-solving skills with the ability to identify and address issues proactively.

BC COMPENSATION AND BENEFITS

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

HOURLY PAY RANGES
- British Columbia (depending on location e.g. Vancouver vs. Victoria):
º $45,900 - $72,000 CAN Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including vacation (3 weeks per year to start), 10 days per year of sick time, paid top-up to EI/QPIP benefits up to 100% of base salary when you welcome a new child (12 weeks for maternity, and 4 weeks for parental/adoption leave), extended health/dental/vision coverage, life insurance, disability insurance, retirement plan to regular full-time employees. Certain roles may also be eligible for bonus and equity.

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

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