IT Help Desk Technician

$66,000 - $72,000/Yr

Titmouse - Burbank, CA

Full-time - Entry Level

Burbank, CA

Professional, Scientific, and Technical Services

About the position

Titmouse is seeking an experienced IT Help Desk Technician to join the Los Angeles team, primarily based in Burbank, with occasional responsibilities in Hollywood. This position is integral to maintaining the technological systems and enhancing the user experience within the studio. The IT team is known for its collaborative and friendly environment, dedicated to the ongoing improvement of the studio's technological infrastructure. The ideal candidate will possess a strong background in Help Desk operations, particularly within an animation studio context, ensuring the seamless operation of employee workstations, network equipment, file servers, and other technologies utilized by the studio. This is a non-exempt hourly position that reports directly to the IT Manager.

Responsibilities

• Ensure optimal operation of end-user services, including help desk and technical support.
• Serve as the primary point of contact for users seeking technical assistance.
• Prioritize managing technical issues, triage/research bugs, and develop/sustain robust documentation to cultivate IT Department internal knowledge base.
• Maintain and update MDM deployment policies and configuration profiles.
• Perform basic repairs of hardware (Macs, PCs, Cintiqs, etc.).
• Keep current with the latest technologies.
• Follow IT procedure for studio and departmental asset management for IT hardware, software and equipment.
• Establish and maintain regular written and in-person communications with co-workers and departmental leadership.

Requirements

• 2-3 years of experience in Help Desk responsibilities in an animation studio.
• Strong working knowledge of animation software such as Adobe Creative Suite, Maxon/Red Giant, Toon Boom Storyboard Pro and Harmony.
• Familiarity with editorial, animation, post- or other production pipeline workflows.
• Experience working with software support tools such as ticketing systems, Inventory Management software and MDM solutions (e.g., JAMF).
• Familiarity with Windows Active Directory, DNS and Exchange servers.
• Familiarity with and ability to troubleshoot Mac OS.
• Familiarity with basic networking fundamentals.
• Experience supporting SaaS applications, in particular Google Workspace, including Gmail, Calendar, Shared Drive, Sites and Groups.
• Experience supporting Filemaker, Pro Tools and AirTable is a plus.
• Excellent verbal and written communication skills.
• Excellent organizational skills.
• Strong problem-solving skills, attention to detail and initiative.
• Ability to evolve with a rapidly changing environment.
• Ability to work effectively both individually and as part of a team.
• Ability to maintain confidentiality over all matters and proprietary information.
• Ability to be someone who leads by example and who contributes to a great work environment.

Nice-to-haves

• Experience supporting Filemaker, Pro Tools and AirTable is a plus.