Service Desk Technician

Responsibilities

• Technical Support
• Provide Level 1-2 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.
• 1 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.
• Full-time, Permanent Contract;
• 5 days on-site required.
• 5 paid sick/personal days;
• 2 additional statutory holidays in the winter holidays;
• 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
• Diversity : At Rodeo FX, diversity is a core value. We're 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.

Benefits

Additional Information

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.

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