Desktop Support

Mainframe Studios; Vancouver; Hybrid; CAD 55,000 - 70,000; Full time

Job summary

A leading company in the animation industry is seeking a Desktop Support Technician to provide essential technical support to their team. This role involves troubleshooting hardware and software issues, supporting Microsoft 365 applications, and ensuring a seamless hybrid work environment. The ideal candidate will have extensive experience with Windows systems and a customer-focused approach. Join a diverse team dedicated to creativity and innovation.

Qualifications

• Extensive experience supporting Windows 10/11.
• Good understanding of network permissions related to NFS and SMB.

Responsibilities

• Providing technical support for hardware and software issues.
• Maintaining detailed records of software installations and configurations.
• Setting up IT equipment for employees.

Skills

Customer Focus

Troubleshooting

Technical Support

Education

Course in Computer Systems, IT, or Technical Support

Tools

Ticketing Systems

Imaging and Cloning Tools

Job description

At Mainframe Studios, we’re creators first. We eat creative and technical challenges for breakfast and come back for more. We’ve been doing this for 25+ years, and we’re still going strong. From our artists to our technical and production folks, everyone is passionate about collaborating on some kickass projects. With partners like Mattel, Netflix, DreamWorks, Sony, Silvergate, and Nickelodeon, it's no wonder we’ve established ourselves as a creative force to be reckoned with.

In crewing our shows, Mainframe Studios values the strength in the diversity of backgrounds, lived experiences, and identities. We welcome and encourage applicants who bring new perspectives and experiences to our teams. We strongly encourage people from BIPOC, LGBTQ2S+, and Indigenous communities and those with diverse abilities to apply.

WE WANT YOU (and your mad skills)!

Reporting to the Director of IT & Facilities, the Desktop Support Technician will be responsible for providing 1st and 2nd level hardware and software support for computer users.

We are seeking a skilled and customer-focused Desktop Support Technician to provide technical assistance to our employees in a hybrid work environment across North American time zones. This role will be instrumental in ensuring our team can effectively utilize Microsoft 365 and other essential applications, both in the office and remotely. The ideal candidate will be adept at troubleshooting hardware, software, and network issues and must be able to travel to our Vancouver office and work in a hybrid setting.

Responsibilities include:

1. Providing helpful, resourceful, and positive support to all computer users, including executive team members.
2. Supporting M365 applications such as Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, etc.
3. Installing, supporting, maintaining, and troubleshooting desktop operating systems and applications including Adobe & Autodesk software, internet applications, production software, system utilities, Google Workspace, and proprietary tools.
4. Troubleshooting VPN and remote access issues.
5. Responding promptly to technical support requests via video call, phone, email, or in person.
6. Setting up and disassembling IT equipment in the office or preparing equipment for shipment to employees’ homes, including computers, monitors, and peripherals.
7. Assisting in moving user equipment between rooms or floors, including computers and peripherals.
8. Logging support requests and resolutions, creating FAQ lists, and documenting procedures.
9. Maintaining detailed records of software installations, licenses, and configurations per user and device.
10. Willingness to work outside regular business hours if required.

Minimum qualifications:

1. Extensive experience supporting Windows 10/11.
2. General experience with OSX and Linux.
3. Thorough knowledge of Microsoft Office applications and advanced functions.
4. Understanding of M365 user administration and troubleshooting.
5. Experience with ticketing systems.
6. Good understanding of network permissions related to NFS and SMB.
7. Knowledge of computer networking and communication protocols.
8. Experience with imaging and cloning tools.

Preferred qualifications:

1. Completion of a recognized course in Computer Systems, IT, or Technical Support.
2. Microsoft 365 administration certification.
3. At least 2 years of experience in technical support within an artistic or production environment.

Mainframe Studios is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and partners. Accommodation requests during the recruitment process are welcome.