IT Service Specialist 1

**IT Service Specialist 2**

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**
- Work in an environment in which level 2 technicians will be motivated to provide best in class customer service.- Willing to learn the technology, improve their customer service delivery skills, and broaden their skill base.- Able to assume greater responsibility in day to day operations of desktop support.-
- Strong understanding in Apple Mac and Apple Mac specific software, and Apple Mac support is a plus.- Knowledge and understanding of video conferencing equipment and usage.- Able to provide desktop support to VP level executives.

**Responsibilities**
- 100% L2 level work.
- Provide frontline support for technical issues
- Set direction from desktop technology standpoint

**WORK EXPERIENCE REQUIREMENTS**- Intermediate technical skills and experience.- Intermediate 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.- Intermediate hardware and software troubleshooting skills in a massive environment required.- Intermediate knowledge of development and test hardware functionality including: updating firmware, updating to latest release for Xbox and Sony 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.- Intermediate hardware and software troubleshooting skills in a fast paced environment required.

EA Job Levels (range) ITO Service Specialist I (L2 Desktop) Education / Experience or Equiv.

Combination Bachelor’s degree or equivalent work experience (essential). 1-2 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**- Some knowledge of system fundamentals
- Understands distributed system and network interaction- Willing to learn best practices- Good knowledge of network/servers and storage.- 1-2 yrs. Active Directory experience. Complexity of Problem Solving- Can answer some aspects of complex hardware- Acts independently for system tasks
- Receives general direction from management Scope of Impact- Low to Medium impact Internal/External Contacts- Works with internal customers solving complex problems People/Budget Management- Works with Entry Level Desktop Technicians
- Recommends purchase decisions

Electronic Arts is an innovative tech company that creates 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 innovative, collaborative, diverse and adaptable people to keep making Electronic Arts better.