HELP DESK SUPPORT SPECIALIST / SYSTEMS ADMIN

Framework Studio is a full service production company that creates marketing content for major studios. Our services range from creative ideation and scripting, to shooting on live production sets, all the way through post production editorial and finishing.

In addition we have a full Accounting and Admin team, as well as Client Account Managers.

The Help Desk Support Specialist / Systems Admin role is a support role within the IT department that provides technical support for all of Framework’s employees.

Under the direction of the VP, IT Operations & Content Security, this position will assist in supporting and maintaining the company’s strict security standards, technology operations and the implementation of new IT systems and policies.

The Help Desk Support Specialist Il uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.

RESPONSIBILITIES

• Tier 1 Support : Providing personable, courteous end-user support to our Creative, Production, Post Production, Graphics, VFX, Admin, Accounting and Client Acquisition departments.
• Advises end users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Escalates problems to appropriate levels or teams if necessary to achieve issue resolution.
• Technical On-boarding and off-boarding employees and contractors.
• Troubleshooting software, hardware, VPN, and basic networking issues.
• Work with internal and external partners to resolve workflow and procedural issues
• Installing and updating software on desktops, laptops, and remote workstations. May support installs or upgrade devices, set up user profiles, or re-set passwords.
• Work closely with Administration and the Post Supervisor to schedule and prepare new hire accounts and setups.
• Understand different system needs for all company positions.
• Create accounts on all company platforms.
• Supporting Post Production with knowledge of Adobe Premiere, Server access, Including SNS EVO,QNAP Edit Share), for Media Management.
• Organizing and managing hardware and assets for all in-office, remote, hybrid and temporary workers.
• Work alongside VP, IT Operations & Content Security to maintain and report on strict studio security guidelines and TPN compliance.
• Occasional after hours and weekend support, both onsite and phone as necessary.

QUALIFICATIONS

• At least 2+ years of IT experience within a corporate environment.
• Experience within a creative, entertainment, marketing or media company preferred.
• Experience with Premiere Pro / Adobe CC and Davinci Resolve highly preferred.
• Familiarity with Mac OS, Windows OS, Adobe Suite,
• Microsoft Office 365, Slack, Teams, Active Directory Administration.,
• Familiarity with Networking and IP addressing.
• Strong analytical and problem-solving skills, Ability to handle multiple tasks at once
• Proactivity - You are someone who constantly looks for ways to improve systems and processes.
• Detail Oriented - Ensures that all processes are done accurately, follows up until issues are resolved.
• Internal Customer Service - Is personable and helpful, providing the same top-tier customer service to leverage lower level employees and executives alike.
• Ability to document workflows and standard operating procedures.
• Keeps Their Cool - Ability to keep up in a fast paced, ever changing environment.
• Marketing Agency and / or Post Production experience a plus

REPORTS TO : VP, IT Operations & Content Security

Hours : Monday-Friday, 9 : 30AM-6 : 30PM, in-office.

Salary : $80,000-90,000 / annually DOE

Employee Type : Full time, exempt.

Company Benefits :

• 18 PTO days / 6 sick days per year.
• 11 paid holidays.
• 401k & Company Matching.
• Partially sponsored medical, dental, and vision insurance.
• Fully sponsored life insurance.

EEO STATEMENT : Our company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.

We do do not unlawfully discriminate on the basis of race (including but not limited to, hair texture and protective hairstyles), color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, medical condition, pregnancy, childbirth, actual or perceived gender, gender identity, marital status, citizenship status, military or veteran status, genetic information, breastfeeding, religious clothes and hairstyles, or any other basis protected by applicable federal, state, or local law.