Lead Desktop Support Specialist

hace 5 días

Bogotá, Bogotá D.E., Colombia Electronic Arts A tiempo completo
Job Title: Lead Desktop Support Specialist

We are the IT team that supports AAA game development in a collaborative environment at our Los Angeles studios; Respawn Entertainment, Ripple Effect Studios, EALA at Electronic Arts (EA) & EA Colombia.

Responsibilities:
  • Ensure the onboarding experience aligns & is consistent with EA IT global standards.
  • Collaborate with Desktop support engineering team that is responsible for: Imaging, New machine setup, PC refreshes, Hardware replacements, Software Licensing and provide Tier 1-3 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 following the Service Level Agreements and Key Performance Indicators (KPI) and deliver world-class customer service.
  • Identify challenges/opportunities and develop technical solutions through automation, scripting, and engineering best practices.
  • Develop tools and scripts to assist with routine and complex maintenance tasks within the Endpoint/Desktop Engineering space.
  • Guide communication between Team members, Site IT, and Global IT Functions.

As a Lead Desktop Support Specialist, you will report to our IT Manager. The salary range for this position is estimated to be around $80,000 - $110,000 per year, depending on qualifications and location.

Requirements:
  • Bachelor's degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
  • 5 or more years of experience in all aspects of a gaming studio site IT or within the entertainment media industry.
  • 2 or more years of experience in an IT senior and leadership role.
Preferred Skills:
  • Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment applying ConfigMgr, JAMF (Casper), and other system management tools.
  • Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, and network hardware.
  • Experience with G-suite/administration, Endpoint management tools admin (MECM/Intune), Anti-virus solutions, Virtual Desktop Infrastructure solutions (VDI), DNS, DHCP, Active Directory management, MECM advanced troubleshooting, JAMF policies advanced troubleshooting, file and printing services, and shared drives.
  • Understanding of game consoles.
  • Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow).
Benefits:

As a member of our team, you will enjoy a comprehensive benefits package, including:

  • Health Benefits - Medical insurance, dental insurance, life insurance, global fitness benefit ($500 USD per year), and mental wellbeing plan.
  • Professional Development - Training and development programs, opportunities for career advancement and tuition reimbursement.
  • Work-Life Balance - 15 vacation days, paid holiday closure and paid sick leave.

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