Service Desk Technician

The Service Desk Technician provides first-line technical support for all VFX artists and production teams both in-studio and remotely. They are responsible for installing and configuring workstations troubleshooting hardware and software issues supporting the continuity of creative operations and maintaining a stable and high-performing work environment.

This role requires a strong understanding of the technical needs in VFX environments (Windows/Linux/macOS artistic pipelines specialized tools) the ability to effectively prioritize tasks and excellent customer service skills.

Key Responsibilities

Technical Support

• Provide Level 12 technical support (workstations network peripherals internal tools access software licensing).
• Diagnose and resolve incidents quickly to minimize impact on VFX production.
• Document tickets in the ITSM system record unique solutions track SLAs and escalate when needed.
• Support Infrastructure team projects and help identify recurring issues.
• Assist IT technicians at other studio locations.
• Train users on best practices regarding tools and internal procedures.

Workstations

• Prepare configure and deploy workstations for artists and technical departments (Windows/Linux/macOS).
• Install specialized software and ensure pipeline compatibility.
• Maintain hardware inventory (high-performance GPUs graphic tablets specialized peripherals) and manage lifecycle.
• Provide hardware support for the render farm.

Desk Installations

• Plan and execute internal desk moves (adding or relocating artists reconfiguring workspaces).
• Ensure proper network connectivity (wired fiber VLAN) power multi-screen setup and ergonomic arrangements.
• Coordinate with the Facilities team to ensure safe studio-compliant installations.
   

Post-Production Support

• Provide specialized technical support for projection and review sessions (dailies client reviews screenings).
• Maintain editing and viewing stations (calibration codecs color monitoring playback pipeline).
• Respond rapidly to critical issues impacting deliveries or client presentations.

Qualifications :

Requirements

• 3 to 5 years of experience in technical support in a VFX post-production or mission-critical IT environment.
• Strong knowledge of Windows macOS and Linux systems (user account management drivers updates basic scripting in Python and PowerShell).
• Proficiency with ticketing systems (e.g. JIRA) and deployment tools (Ansible Intune Kandji).
• Familiarity with VFX/post-production software (Autodesk & Adobe suites Nuke Houdini Unreal).
• Good understanding of networking (TCP/IP DNS DHCP VPN VLAN).
• Experience with remote desktop tools such as HP RGS / Teradici / Anyware is a plus.
• Excellent interpersonal and customer service skills.

Additional Information :

• Full-time Permanent Contract ;
• Sick/personal days ;
• Group Insurance access to Dialogue online support and to an Employee Assistance Program (EAP) ;
• RRSP with employer contribution ;
• Discounts on public transports several spas sports classes art center cafes furniture and several other local businesses.

#LI-Onsite

At Rodeo FX diversity is a core value. Were committed to creating an inclusive equitable workplace where different perspectives are embraced. Every team member brings unique insight that strengthens our creativity challenges our thinking and helps us deliver better work.

Remote Work :

No

Employment Type :

Full-time