Desktop Support

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, Desktop Support 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 that live across all North American time zone. 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. The role requires the candidate to be able to travel to our Vancouver office and work as Hybrid themselves.

In this role you will:

• Supporting remote users in different North American time zone.
• Dealing at time with executive team, candidate needs to always Presents a helpful, resourceful, and positive approach to solving computer-related issues experienced by computer users.
• Provide support for M365 applications including Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, etc.
  
• Installs, supports, maintains, and troubleshoots desktop operating systems and applications including Adobe & Autodesk productivity software, Internet applications, production software, system utilities, Google Workspace suite, and assorted proprietary scripts and tools.
• Troubleshoot VPN connections, and remote access issues.
• Provides timely response to requests for technical support by video call, telephone, email, and/or in-person interactions.
  
• Setup and disassemble IT related equipment in office or package equipment to be shipped to employee's home. This would include computers, monitors, and other peripherals.
  
• Ability to move heavy shipment of computer hardware. Lifting computer equipment safely from shelves or server racks.
  
• Helping facility in moving user's equipment between rooms or floors, including computers, desks, and other user peripherals.
  
• Logs requests and resolutions in soft-copy format, creates and publishes FAQ list, and documents procedures and common tasks for users.
• Creates, maintains, and updates detailed lists of software installs, licenses, and configuration information per user and computer.
• Willing to work outside of business hours if required.
  

Need to have:

• Extensive experience supporting Microsoft Windows Win10/Win11.
• General experience supporting OSX and Linux.
  
• Thorough knowledge of Microsoft office applications, templates, and advanced functions.
  
• Understanding of M365 user administration and troubleshooting.
• Experience using ticketing system.
  
• Good understanding of permissions related to NFS and SMB.
  
• Good understanding of computer network, and how computers communicate with each other.
• Experience with computer imaging and cloning tools.
  

Nice to have:

• Successful completion of a recognized public or private course in Computer Systems, Information Technology, or Technical Support.
  
• Certificate in Microsoft 365 administration.
  
• 2+ years working in a technical support capacity in a mid to large size company preferably within an artistic/production environment or industry.
  

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Mainframe Studios is an Equal Opportunity Employer, which means we will not discriminate against any individual based on race, colour, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors prohibited by applicable law. This policy applies to every aspect of employment at Mainframe Studios, including recruitment, hiring, training, advancement, and termination. We celebrate diversity and are committed to creating an inclusive environment for all employees and partners. Should you require accommodation throughout the recruitment process, please let us know your requirements when contacted.