L2 Desktop Support Engineer

EA Los Angeles/Ripple Effect ITL2 Desktop Support Engineer
Location: Marina Del Rey, 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, and EALA Mobile at Electronic Arts (EA).
Come help us power the future of play with the teams developing Battlefield and
more.

Responsibilities
● Responsible for providing end-user IT support and new hire on-boarding for
EA Los Angeles and EA Mexico users.
● Collaborate with Desktop support engineering team that is responsible for:
Imaging, New machine setup, PC refreshes, Hardware replacements, AV
support, Software Licensing and provide Tier 2 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
● You will act as liaison between Business Stakeholders, Site IT, and Global IT
Functions
● 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
Required Qualifications
● Bachelor’s degree or professional training/certifications related to areas of
responsibilities or equivalent work experience
● You have 2 or more years of experience in all aspects of a gaming studio site
IT
● You have 1 or more years of experience in a role dealing specifically with
onboarding/new hires
● 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.
● Support Experience with G-suite/administration, endpoint security, anti-virus
solutions, Virtual Desktop Infrastructure (VDI), DNS, DHCP, Active Directory,
SCCM advanced troubleshooting, JAMF policies advanced troubleshooting, file
and printing services, and shared drives
● Experience with studio development applications/tools including, but not
limited to: Perforce, Visual Studio, Adobe Creative Cloud, Maya, 3DS Max,
Houdini, Microsoft XDK, Sony XDK/PRODG, JIRA, Ansible & Parsec
● Strong understanding of development game consoles
● Familiarity and experience with scripting languages: PowerShell, Bash,
Python, JavaScript, etc...
● Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow,
Desk Pro)
● Experience with Inventory management tools such as Asset Panda
● 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
● 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