Description
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.
The Lead IT Support Specialist is the technical and operational leader of the EA Columbia IT team. This role provides Tier 3 desktop and infrastructure support, manages day-to-day team activities, and serves as the escalation point for critical incidents and procurement needs. The lead will also coordinate with global IT, oversee IT procurement and asset management processes, and help shape the future of IT support at the Bogota Studio.
Key Responsibilities
- Serve as the primary escalation point for desktop, console, and operational issues
- Coordinate daily team activities and site coverage scheduling
- Provide advanced desktop support for Windows 10/11 and macOS environments
- Lead and manage IT asset lifecycle, procurement, and vendor engagement
- Interface directly with senior studio leadership and support executive users
- Coordinate and deliver local IT projects (e.g., rollouts, refreshes, upgrades)
- Maintain documentation for procedures, projects, and hardware tracking
- Evaluate and recommend hardware/software improvements based on user needs
- Support game teams in optimizing IT workflows and tooling
- Build and maintain relationships with technical leads and global IT contacts
- Assist with onboarding and mentorship of associate-level IT specialists
Technical Requirements
- Must Haves:
Windows 10/11 support: imaging, patching, automation, and troubleshooting macOS enterprise support: Apple Remote Desktop, OS imaging, dual-boot config Asset management and inventory control (lifecycle, audits, recycling) Hands-on experience with desktops, laptops, printers, and accessories
- Good to Haves:
Experience with SCCM, JAMF, or related deployment tools Active Directory and group policy familiarity Printer and print server configuration Cisco VoIP phone and voicemail setup Project coordination experience (e.g., PC refreshes, office moves)
Skills & Qualifications
- 5+ years of experience in a senior desktop support role
- Strong customer service and interpersonal skills, including executive-level support
- Exceptional problem-solving and root cause analysis abilities
- Excellent written documentation and team communication skills
- Comfortable working independently and managing shifting priorities
- Experience leading or mentoring others in a support environment
- Bachelor’s degree or equivalent experience preferred