L2 Desktop Support Engineer

Job Description

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

US COMPENSATION AND BENEFITS

The hourly pay 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 hourly pay range for your specific location.

EA has listed the hourly pay 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.

HOURLY PAY RANGES
• California (depending on location e.g. Los Angeles vs. Sacramento):

º $34 - $51 USD Hourly

The hourly rate 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.

Jobcode: Reference SBJ-g377v9-52-15-234-65-42 in your application.