Helpdesk Lead

REMOTE POSITION
Please note, while this role has the flexibility of being remote, we are only considering those already within Canada or the US with the current legal ability to work within Canada or the US. CoSA cannot offer Sponsorship nor relocation for this role.

CoSA VFX is on the hunt for a remote Helpdesk Lead (HDL), who will play a front-line role in maintaining essential IT operations and supporting staff across our Los Angeles, Vancouver, and Atlanta locations. The successful applicant will have a commitment to prompt support of the studio’s teams, provide line supervision for CoSA’s Helpdesk Technicians at all studios, and work in conjunction with CoSA’s Development team.

As a highly organized and technically oriented team player, The HDL will be able to pivot between tasks as they arise and quickly identify priorities within their team's workload. Their greatest asset will be their ability to maintain a global perspective while tackling individual requests, as they make day-to-day decisions in service to ongoing projects within the studio and the people working on them.

The HDL will also participate in troubleshooting, technical research, compliance, and testing in conjunction with the IT Team, which will afford them the opportunity to bring feedback to the table from their team's hands-on experience with users and affect positive change to the overall IT workflow.

This role will support, supervise, direct and guide the helpdesk team in the US and Canada.

RESPONSIBILITIES (including but not limited to):

• Install, deploy, and/or rebuild existing workstations, and ensure deployments are complete including patching, UPS allocation and peripheral provisioning in accordance with standards and operational requirements.
• Oversee periodic performance evaluation, compliance and reporting of capacity, hardware, and resource optimization
• Ensure proper documentation of internal systems and procedures
• Assure compliance with tracking protocols ensuring best management of computing resources
• Ensure onboarding and offboarding are performed according to procedure and continuously improve processes and tools toward that goal.
• Supervise and perform troubleshooting of workstation issues (applications, hardware, etc), through helpdesk requests. Escalate support as needed.
• Provide primary support and triage to CoSA's development team for user application issues.
• Supporting off-hours emergencies
• Participate in supporting other team initiatives.

QUALIFICATIONS:

Required experience and knowledge

• Experience in Visual Effects studio operations is required.
• Education and/or certification in computer systems preferred

Required skills and experience

• Solid experience and fluency in Mac and Windows
• 4+ years of system Helpdesk and/or Lead experience
• Experience administering Active Directory and Exchange accounts.
• Working knowledge of basic TCP/IP, VLAN’s and basic firewall operations.
• Basic experience with Layer 1 – 3 networking required
• Experience with Visual Effects applications is strongly preferred, including Nuke, Maya, Houdini, After Effects, and Thinkbox Deadline.
• Background with Linux systems is a plus.
• Foundational understanding of floating license servers (FlexLM, RLM, etc.) is a big plus.
• Basic scripting experience in Bash, Windows CMD/PowerShell, or Python, a plus.

Nice to have additional skills, knowledge and traits

• Previous experience as a team lead preferred,
• Exceptionally robust attention to detail, organizational and follow-through skills.
• Punctual and reliable.
• Able to discuss and explain complex highly technical subject matter in a simplified and condensed manner.
• Strong sense of accountability and autonomy while overseeing the work of others.
• Resilient and has a good sense of humor (required).

Please submit a resume and cover letter as part of your application; applications received without either will not be considered.

CoSA’s compensation and benefits package includes employer-paid comprehensive health benefits, a pension program, paid sick leave, and more.

The wage range for this full-time position is $90,000 - $115,000 annually which is a good faith assessment associated with this position/location only and will be assessed dependent on the skills and background of each candidate. Please submit a resume and cover letter as part of your application; applications received without both will not be considered.

CoSA VFX is currently only considering applications from those who are residents or who have current work permits/visas for Canada or the USA.

Successful interview candidates will be subject to a Verification of Employment and/or Education History check.