Desktop Support Specialist

Glitch Prod; Los Angeles (CA); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Career development

Employee Assistance Program

Job summary

Glitch Productions in Los Angeles is seeking a Desktop Support Engineer to be the first line of technical support for artists and staff. You will keep hardware, software, and the studio infrastructure running smoothly to enable uninterrupted creativity.

You will troubleshoot day-to-day issues, repair office hardware, and manage CG/animation software suites while supporting a global team. Strong communication and prioritization are essential in this hands-on role.

Qualifications

• Provide first-line technical support for hardware and software issues.
• Install and troubleshoot CG/animation software suites.
• Manage User accounts and Group Policies on Active Directory.
• Maintain cyber security measures for all staff and company accounts.

Responsibilities

• Provide technical support and troubleshoot hardware/software issues with both on-site and as part of the Global support team
• Repair and maintenance of Office Hardware, including AV equipment and meeting technology
• Installation and troubleshooting CG/animation software suites.
• Manage User accounts and Group Policies on Active Directory.
• Maintaining cyber security measures for all staff and company accounts, managing AV measures both on premises and remotely for users.
• Maintaining and managing perforce.
• Managing Users and User Data in a Google Enterprise environment
• Deployment of monitoring tools to Identify network events and classifying them accordingly
• Assessing and recommending improvements to network operations and integrated hardware, software, communications, and operating systems.
• Recording diagnosis and resolution of network faults, network enhancements and modifications, and maintenance instructions.
• Creating/maintaining Helpdesk documentation for users and technical documentation for our tech staff
• Record inventory of all software and hardware in the office.
• Any other duties or responsibilities reasonably required by the Company.

Skills

Hardware troubleshooting

Software troubleshooting

User account management

Network security

Scripting (Python/PowerShell/Bash)

Tools

Unreal

Unity

Adobe Creative Cloud

Maya

Toon Boom

MS Office

ESET

FortiGate

Kerberos

TLS

DHCP

DNS

Active Directory

SMB

AWS

Windows Server

Hyper-V

Proxmox

KVM

Docker

Fleet

Salt

Puppet

Job description

Glitch Productions is an independent animation studio based in Australia making original, long form animated shows distributed on Youtube. Our channel has over 18 million subscribers, tens of millions of views per episode and is still growing strong. Our studio is filled with incredibly talented and passionate artists that are determined to change the way animation is produced and treated in the industry. Our biggest IP; Digital Circus, has amassed over 350 million views on the pilot alone and we have a lot more still to come.

About us:

Glitch Productions is an independent animation studio based in Australia making original, long form animated shows distributed on Youtube. Our channel has over 18 million subscribers, tens of millions of views per episode and is still growing strong. Our studio is filled with incredibly talented and passionate artists that are determined to change the way animation is produced and treated in the industry. Our biggest IP; Digital Circus, has amassed over 350 million views on the pilot alone and we have a lot more still to come.

Role Information:

We're looking for a Desktop Support Engineer to join our tech team as the first line of technical support for our artists and staff, keeping hardware, software, and infrastructure running smoothly so the studio can keep creating without interruption. This is a hands-on role spanning everything from day-to-day troubleshooting and hardware repairs to managing user accounts, network security, and the specialised creative software our artists rely on, think Maya, Unreal, Toon Boom and the rest of our pipeline. You'll work as part of a global support team, so strong communication and the ability to juggle your own priorities matter just as much as technical know-how.

Your duties will include:

• Provide technical support and troubleshoot hardware/software issues with both on-site and as part of the Global support team
• Repair and maintenance of Office Hardware, including AV equipment and meeting technology
• Installation and troubleshooting CG/animation software suites.
• Manage User accounts and Group Policies on Active Directory.
• Maintaining cyber security measures for all staff and company accounts, managing AV measures both on premises and remotely for users.
• Maintaining and managing perforce.
• Managing Users and User Data in a Google Enterprise environment
• Deployment of monitoring tools to Identify network events and classifying them accordingly
• Assessing and recommending improvements to network operations and integrated hardware, software, communications, and operating systems.
• Recording diagnosis and resolution of network faults, network enhancements and modifications, and maintenance instructions.
• Creating/maintaining Helpdesk documentation for users and technical documentation for our tech staff
• Record inventory of all software and hardware in the office.
• Any other duties or responsibilities reasonably required by the Company.

A successful candidate will have:

• Artist Tools: Unreal, Unity, AdobeCC, Maya, ToonBoom. MSOffice.
• Security: ESET, Fortigate, Kerberous, TLS
• Networking: DHCP, DNS, AD, SMB
• Servers and Platforms: AWS, Windows Server.
• Virtualisation: Hyper-V, Proxmox, KVM, Docker, Fleet/Salt/Puppet.

Bonus Skills:

• Excellent written, verbal, and interpersonal communication skills.
• Strong stakeholder management and time management skills.
• An understanding or experience with the arts, animation, gaming, and/or 'internet nerd' culture.
• Be extremely organized and have a strong work ethic.
• Engaging personality and willingness to learn.
• Positive, go-getter attitude with a passion for making things.

What we offer:

• Remote work
• A diverse team that values independent input and career development.
• Access to an Employee Assistance Program (EAP), confidential support whenever you need it, for you and your family

Our values

Glitch Productions has an art-first mindset. Regardless of which team we're in, every single team member's core mission is to create the best art possible, and delight our audience that has given us so much. We achieve this mission through our values:

Passion: First and foremost, every team member has a passion for the work we do and why we do it. It's what allows us to contribute our creative energy, pitch new concepts, and give everything we make a personal touch that resonates with our fans.

Innovation: From cobbling together sets in a living room, to inventing new pipelines using breakthrough technology, we have always had a focus on innovation and new ideas. We always try to push the boundaries of our industry and keep things fresh and exciting for both the team and our audience.

Teamwork: Animation takes a big team of incredibly talented people and everyone is always ready to pitch in and lend a hand. We believe that our diversity and range of skills are what allows us to create works none of us could do on our own.

Integrity: Our integrity is the heart of our core mission. It's what allows us to do right for our projects and for each other.

At Glitch Productions, we're passionate about fostering a diverse and inclusive workplace that reflects our values as a creative studio.

We hire based on skills, passion and potential, and celebrate the diverse perspectives that make our team stronger. We welcome people of all races, genders, sexual orientations, gender identities, ages, educational backgrounds, abilities, and experiences.

Simply put, if you're a good person and share our passion for animation, we want to hear from you!

Are you able to legally work in the United States without visa sponsorship?*

Do you have experience supporting both hardware and software issues?

Do you have scripting experience (e.g. Python, PowerShell, Bash) and are confident enough to diagnose or fix issues independently?