Electronic Arts

Desktop Support Assistant (Non-Technical)

We are seeking a Desktop Support Assistant to provide frontline, non-technical support to the IT Desktop Team at our Burnaby campus. This is a full-time, onsite position with no remote work option; the assistant is expected t be in the office five (5) days per week and may occasionally be asked to volunteer for support at our Vancouver site.

This role focuses on ensuring that end users and IT staff have timely, organized, and efficient support for day-to-day operational needs. While not a technical troubleshooting position, the Desktop Support Assistant plays a key role in maintaining the flow of IT services, ensuring equipment readiness, and delivering excellent customer service.

Responsibilities

• Transfer computer and desktop-related equipment between shipping, IT,and user workspaces.
• Set up computers and peripherals tidily at user desks.
• Act promptly on urgent computer or game kit reboot requests from remote users.
• Asset tag equipment and update the asset management database.
• Greet users at the IT front desk, capture their requests, handle hardware-related needs, and escalate troubleshooting to Desktop Support Technicians as required.
• Participate in team projects and contribute to group goals.
• Prepare hardware for recycling, including hard drive removal and asset tracking updates.
• Keep the IT peripheral vending machine stocked and ready for use.
• Maintain tidiness and organization in the IT entrance/front desk area.
• Document procedure updates as directed by the team.
• Monitor and act on assigned ServiceNow ticket queue tasks.
• Escalate new or unfamiliar requests to the appropriate technician or team member before taking action.
• Stay self-motivated by volunteering for additional work when caught up with assigned tasks.

Experience

• Strong customer service skills and a professional, helpful demeanor.
• Ability to work effectively in a fast-paced, high-demand environment.
• Organizational skills with attention to detail, particularly when handling assets and documentation.
• Comfort working with structured task/ticket systems such as ServiceNow (training provided).
• Previous experience in an office or service environment is an asset but not required.

Education & Certifications

• No certifications required.
• Post-secondary training in business, administration, or IT support is an asset but not mandatory.