IT Service Specialist II

Electronic Arts Inc.•Orlando, FL

63d•Onsite

About The Position

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story - part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen. EA's Information Technology (EAIT) team connects the company's global workforce, ensuring seamless collaboration and operational efficiency. IT supports diverse enterprise needs - from game development to marketing and publishing - with innovative solutions that foster creativity and productivity. As a member of EAIT, you'll play a pivotal role in empowering employees and ensuring the smooth operation of a global digital entertainment leader. You'll report into the IT Manager, working with the Orlando Site IT team to support Tiburon Studios, supporting titles such as Madden NFL and College Football. You'll also engage with the larger Global IT community to share and exchange technical knowledge. You will be focused on client-based support solutions that enable the development of games and ensure a seamless, high-quality experience for all studio staff. This is an on-site role based in our Orlando, Florida EA office.

Requirements

2-3 years of experience in IT support, desktop support, or a similar technical role in a professional environment.
Strong working knowledge of Windows and macOS operating systems, including installation, configuration, and troubleshooting.
Experience supporting hardware such as desktops, laptops, monitors, peripherals, and accessories.
Familiarity with console hardware (Gen5 systems including PlayStation 5 and Xbox Series) and related peripherals used in development and testing environments.
Familiarity with enterprise management tools such as Active Directory, SCCM, ServiceNow, or comparable systems.
Ability to diagnose and resolve hardware and software issues efficiently and accurately.
Experience with imaging, system deployment, and application installation processes.
Understanding of basic networking concepts including TCP/IP, DHCP, and DNS.
Strong documentation and organizational skills with attention to detail in asset tracking and inventory management.
Excellent communication and interpersonal skills with a focus on delivering quality customer service.
Comfortable working in a fast-paced studio environment and supporting multiple priorities.
Certifications such as CompTIA A+, Network+, or equivalent experience are preferred.
Must be able to work on-site in Orlando, Florida during standard business hours (8 AM - 6 PM) with occasional extended coverage as needed

Responsibilities

Provide hands-on technical support to end users, ensuring prompt and professional resolution of IT requests through the ticketing system, chat, email, or in-person interactions.
Support daily IT operations within Tiburon Studios, including setup and maintenance of desktop systems, peripherals, and accessories for both development and non-development staff.
Manage workstation imaging, configuration, and deployment for new hires, refreshes, and hardware replacements across Windows and macOS environments.
Perform hardware moves, desk setups, and user relocations in coordination with Facilities and Workplace Experience.
Assist with on-site studio event support, including technology setup for reviews, team meetings, and live presentations.
Maintain accurate asset management records, ensuring all equipment is properly tracked, tagged, and updated in inventory systems.
Troubleshoot workstation and peripheral issues, escalating complex problems when required to higher-level engineers or global IT teams.
Provide outstanding customer service and clear communication to employees at all levels, including studio leadership and executive users.
Contribute to continuous improvement by documenting procedures, identifying process gaps, and proposing operational enhancements.

Benefits

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life.
Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more.
We nurture environments where our teams can always bring their best to what they do.

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