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. Come help us power the future of play with the teams developing Apex Legends, Medal of Honor, Star Wars Jedi Survivor and many more. As a Lead Desktop Support Engineer you will report to our IT Manager. 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. Serve as the first & last escalation point to the internal IT team & resolve the most complex technical issues in his/her field of expertise. Qualifications 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. Experience with: 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). Experience with Customer Support – A desire 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. EA Bogota Benefits 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. Meaningful Work - Opportunity to directly contribute to the development of EA titles. Additional Perks - Meal card ($400,000 COP per month), game credits and console reimbursement program. Work Environment - New office space in the heart of Salitre, inclusive work culture and supportive team environment. #J-18808-Ljbffr