Service Desk Technician

Company Description

Repeatedly voted one of Montreal’s Top Employers and Employer of the Year for the 2022 Mercuriades Awards, Rodeo FX is a high-end creative company offering services in visual effects, advertising, animation, and experiential.

Nominated for multiple Emmy® Awards for its work on the series  Stranger Things season 4,  Avatar: The Last Airbender  and  The Lord of The Rings: The Rings of Power,  the independent, Oscar®-winning company boasts close to 800 artists crafting from studios in Montreal, Québec City, Toronto, Los Angeles and Paris.

Rodeo FX is a creative partner to the world’s best storytellers including Netflix, HBO, Disney, Marvel, Amazon Studios, Warner Bros. and Sony, and has collaborated on ads for YouTube, NBC and Apple. Current projects include  Dune: Prophecy, Silo  Season 2  and  Sonic 3 . Recently released projects include The Rings of Power S eason 2 , Venom: The Last Dance,  Taika Waitit's Time Bandits, and  House of the Dragon Season 2.

Work arrangements:

As an artist-founded and artist-led company, creativity is at the heart of everything we do. Our mission is to give our talent the freedom, resources, and environment they need to produce high-quality work and thrive in a stimulating, collaborative, and supportive setting.

Due to their critical role in pipeline stability, hands-on technical support, hardware deployment, and immediate system troubleshooting, members of the I.T. department are expected to work from the studio five days per week. This on-site presence ensures rapid intervention, minimizes production downtime, and maintains the necessary technical proximity to support our production teams efficiently.

Job Description

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 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.

Qualifications

• 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.

Additional Information

• 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.

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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.

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