IT Service Specialist 2

**IT Service Specialist 2**

GENERAL DESCRIPTION

A full-time, site-specific position focused on IT client-based solutions enabling the development of games. Position will be responsible for close interactions with desktop level 2 and Level 3 personnel to fully understand and align with studio pipelines, processes, and bottlenecks. Role will require “self-starter” mentality and will require pro-active collaboration with Software Engineers, Technical Directors, and senior IT staff to solve title-specific client issues affecting development. Position to participate in IT communities focused on knowledge sharing. **On-call after-hours support for local studio desktop support organization is a requirement**. Due to the nature of the support role, the work is 100% on-site.

KEY SKILLS & RESPONSIBILITIES
- Key Skills
- Work in an environment in which level 2 and level 3 technicians will be motivated to provide best-in-class customer service.
- Develop and coach L2 technicians to enable them to learn the technology, improve their customer service delivery skills, and broaden their skill base.
- Develop L2 technicians to enable them to assume greater responsibility in day-to-day operations of desktop support.
- Able to act as a senior level key escalation point for all technical concerns varying across multiple scopes of technology
- Strong knowledge and understanding of video conferencing equipment and usage.
- Able to provide desktop support to VP-level executives.
- Responsibilities
- 20% L3 level work and 80% L2 level work.
- Provide frontline support for technical escalations.
- Strong client OS background including Windows 10 and Mac OS.
- Set direction from a desktop technology standpoint

WORK EXPERIENCE REQUIREMENTS
- Strong technical skills and experience.
- Strong understanding of current Desktop (and technology) hardware standards and future hardware releases.
- Knowledge of enterprise desktop and user administrative tools including Apple/Mac, Active Directory, MEM (formerly SCCM) and Endpoint Security Clients.
- Understanding of basic network protocols as well as network hardware.
- Strong hardware and software troubleshooting skills in a massive environment required.
- Strong knowledge of development and test hardware functionality including: updating firmware, updating to latest release for Microsoft Xbox, Sony PlayStation, and Nintendo development consoles. Troubleshooting dev/test kit capabilities and knowledge of RMA process.
- Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
- Strong hardware and software troubleshooting skills in a fast-paced environment required.

EA Job Levels (range) IT Service Specialist 2 (Junior L3 Desktop Specialist)

**Education / Experience or Equiv. Combination**

Bachelor’s degree or equivalent work experience (essential). 3 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**
- Detailed knowledge of system fundamentals
- Understands distributed system and network interaction
- Helps define best practices
- Perform initial troubleshooting of any network /server issues affecting desktop systems.
- Good knowledge of network/servers and storage.
- 2-3 yrs. Active Directory experience.

**Complexity of Problem Solving**
- Can answer most aspects of complex hardware and software troubleshooting
- Produce appropriate debug information

**Freedom to Act/ Autonomy**
- Acts independently for system tasks
- Receives general direction from management

**Scope of Impact**
- Medium to High impact

**Internal/External Contacts**
- Works with internal customers solving complex problems
- Works with Vendors

**People/Budget Management**
- Trains Entry Level Desktop Technicians
- Involved in purchase decisions

**Interpersonal Skills/ Leadership Capability/ Action Values**
- Good written and verbal communication skills
- Can make presentations

Electronic Arts is the leading interactive entertainment company, powered by innovative technology. We create incredible experiences for millions of players around the world. But what matters most is our people who inspire us, and the world, to play. As we bring new forms of entertainment to people around the world, we need creative, collaborative, diverse and adaptable people to keep making Electronic Arts better.