Media Production: Service Desk Technician

(media pipeline and systems support)

Mousetrappe is seeking a Service Desk Technician with excellent problem-solving, communication, and interpersonal skills to join the Animation & VFX Media Pipeline and Systems team. The ideal candidate will successfully demonstrate patience, a positive, customer-friendly attitude, and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software, and networking systems being supported in the production of media.

Responsibilities

Act as Primary Contact for all Level 1 Incidents including:

• Desk side and remote support including installation, configuration, and maintenance of all employee computer hardware and software
• Adobe Software Applications: After Effects, Photoshop issues
• 3D Software issues: Cinema 4D, Maya, Unreal
• Render Farm Management Software: Deadline, Draft
• Software Installation support, specifically media development software.
• Hardware issue support
• Password resets

Basic Mac/PC End User Support

• Configure all new hire computers and workstations (profile creation, software installation, binding to active directory)
• Logging support tickets and tracking active solutions.
• Removing old equipment and performing data migration to new machines
• Performing system backups and recovery
• Troubleshooting and repairing hardware and software issues

Business Application Support

• General support for all business applications including Adobe Creative Cloud, Box, Zoom, and Media Production Software.

Common Issue & Application Documentation

• Documenting common problems with various software and creating documentation to help staff and freelancers navigate basic problems on their own.
• Assist in creating SOP’s for the studio and common processes

Conference Room AV Support

• Familiarity with Conference Room A/V Equipment such as Logitech panels, Teams, and Zoom

Experience & Skills

• Experience working with Microsoft 365, One Drive, and Zoom. Experience with any or all a plus: Cinema4D, Maya, NIM, Shotgun, Deadline, Touch Designer, Vive/Oculus, Unity, Rsync, JavaScript, Redshift
• Understanding of basic IAM services such as Active Directory and Azure
• Understanding of SSO, MFA, and basic Networking concepts
• Ability to aid in the creation and development of Knowledge Base Articles
• Knowledge of traditional television and film production and post-production
• Knowledge of Deadline and Render Farm Management software
• Education background is open to all levels
• Proven written and verbal communication skills
• Highly organized with prior experience maintaining and organizing large databases
• 2-4 years previous work experience
• Comfort with various hardware and software related tasks
• Must be local to Los Angeles, limited remote work available.
• Extension Certificates and Community College are welcome to apply

About Us:

Mousetrappe is on the cutting edge of multi-media production, working with top theme park and cultural experiences to produce state of the art content around the world for everything from theme parks to museums to live entertainment. We do this by amassing teams of creative, inspiring, hard-working, and focused people who believe in the power of storytelling to bring life and dimension to otherwise static experiences. Our culture is based on collaboration, creativity, performance and having a positive impact not only for our clients, but the people who experience our work firsthand as theme park goers, museum aficionados, thrill seekers and more.

No agencies and no calls please. Do not send duplicate applications, samples, or emails through our website. Due to a typical large volume of responses, only candidates under consideration will receive reply. To all others we appreciate your interest and thank you in advance.

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