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Help Desk Specialist (Toronto)

The Company

Cineflix Media creates, produces, and distributes popular factual and scripted content for the global market with operations in Montreal, Toronto, New York, London, and Dublin. Producing approximately 200 hours of network-defining programming per year across a wide range of genres, and with a growing catalogue of 4,600 hours, Cineflix is behind some of TV’s most highly-rated brands.

The Role

The Help Desk Specialist (HDS) acts as front-line support to over 500 Cineflix staff worldwide, spanning five offices, with an assigned volume of (on average) ten tickets assigned daily. The HDS is also responsible for the setup and deactivation of new and departing employee accounts and for equipment setup. This role contains a strong administrative component (30%). The HDS must be willing to place and follow up with equipment and supply orders, complete purchase orders and expense reports, and code invoices.

Cineflix functions in a predominantly Mac environment. Only candidates with solid Macintosh experience will be considered.

Duties and Responsibilities

  • Monitor and respond quickly and effectively to tickets (in person, via phone or electronically) assigned through the IT helpdesk tracking system.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions and escalate when necessary.
  • Create or reactivate accounts and configure hardware as part of the on-boarding process, and deactivate accounts as part of the off-boarding process.
  • Track the arrival and departure of employees in Outlook and the IT document system, to ensure information is accurate and shared across IT resources.
  • Maintain inventory of all equipment, software, and software licenses. 
  • Support audio and video equipment in conference rooms.
  • Responsible for the purchasing of IT equipment and supplies. 
  • Oversee the shipping, tracking, and delivery of equipment for all locations.
  • Complete expense reports for IT credit card purchases.
  • Maintain the internal IT database with licensing information, company equipment, important dates, how-to documents, and employee information. 
  • Perform timely workstation hardware and software upgrades as required. 
  • Maintain the IT department’s filing systems. 

The Person

  • Minimum of 2+ years of experience in configuring, supporting, and troubleshooting Mac computers, ideally in a production environment.
  • Experience with the setup and configuration of desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals.
  • Excellent problem-solving and troubleshooting skills.
  • Familiar with Zendesk or related helpdesk tool.
  • Familiarity with remote access such as VPN and TeamViewer (or related tool).
  • Comfortable dealing with employees at all levels and managing different personalities in high stress situations.
  • Ability to convey technical topics to a wide variety of users with varying technical skill levels.
  • Excellent time-management, organizational and communication skills.
  • Strong customer service focus with a team-player mindset.
  • Ability to prioritize and multitask.
  • Strong documentation and record-keeping skills, with a keen attention to detail.
  • Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions.
  • Ability to sit for long periods for data entry.
  • Keeps current with technological/production trends and equipment.

If you are interested in this opportunity, please send your resume and cover letter to Mackenzie Graham, HR, Senior Coordinator: careers@cineflix.com. No phone calls please.

We thank all applicants, but only those selected will be contacted.

Cineflix Media is an equal opportunity employer committed to providing a diverse environment. Cineflix welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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