Job description
Job Title: Technician, IT Help Desk Level III
CS serves as a conduit to carry out a long list of regulatory and legal obligations that must be implemented on behalf of the studios. Consolidating these functions under the CS roof creates opportunity for identifying collective solutions, as well as enormous time and cost savings for all stakeholders. Without CS, each employer would need to perform its own basic safety training, manage its own Substance Testing Programs for drivers of regulated motor vehicles and maintain individual studio rosters, all of which would be operationally impractical in the context of a freelance workforce. Because CS performs these functions on behalf of the studios, it saves them an enormous amount of money, time, and administrative burden — all of which would gridlock production schedules. CS also alleviates the burden on individual employees, who would otherwise have to participate in many duplicative administrative processes and training programs for each studio employer.
The CS mission is to provide friendly, accurate and dependable service and training for the entertainment industry (producers, studios, unions, and guilds) and the behind-the-scenes workers as required by union contracts, the law and individual need - supporting the industry through maintaining various rosters, processing roster applicants, offering quality safety, harassment prevention and skills training, facilitating the creation and maintenance of industry safety bulletins, validating documents, securely maintaining records and much more.
Training that keeps workers safe on set is critical to this important mission. CS’s Safety Pass training program is second-to-none in terms of breadth, relevance, and quality. This helps the studios maintain their strong safety record and they believe it has helped save lives.
Though they act as one, structurally, CS is composed of two separate tax-exempt trust funds — CSATF and CSATTF — which are governed by two boards of trustees, the members of which are appointed by the AMPTP. CSATF is a tax-exempt business league under Internal Revenue Code Section 501(c)(6). CSATTF is a tax-exempt labor organization under Internal Revenue Code Section 501(c)(5) and an apprenticeship plan subject to the Employee Retirement Income Security Act (ERISA).
Additional Information about CS can be found here:
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.
Department: IT Operations
Reports To: Manager, IT Operations
FLSA: Non-Exempt
Status: Full-Time
Rate of Pay: $36.00 per hour
ABOUT CONTRACT SERVICES:
In the mid-1960s, the major film studios, in negotiations with Hollywood’s unions, founded the non-profit Contract Services Administration Trust Fund (CSATF) and later added Contract Services Administration Trust Training Fund (CSATTF), now collectively referred to as Contract Services (CS). Their charge is to administer apprenticeship, training, and safety programs, maintain seniority rosters, and implement other industry-wide services, studies and/or education. They exist to carry out certain requirements of the collective bargaining agreements between the film and television industry’s West Coast Studio Local Unions and the Alliance of Motion Picture and Television Producers (AMPTP), which govern the employment conditions of a freelance union workforce of approximately 50,000 people in the greater Los Angeles area.
CS serves as a conduit to carry out a long list of regulatory and legal obligations that must be implemented on behalf of the studios. Consolidating these functions under the CS roof creates opportunity for identifying collective solutions, as well as enormous time and cost savings for all stakeholders. Without CS, each employer would need to perform its own basic safety training, manage its own Substance Testing Programs for drivers of regulated motor vehicles and maintain individual studio rosters, all of which would be operationally impractical in the context of a freelance workforce. Because CS performs these functions on behalf of the studios, it saves them an enormous amount of money, time, and administrative burden — all of which would gridlock production schedules. CS also alleviates the burden on individual employees, who would otherwise have to participate in many duplicative administrative processes and training programs for each studio employer.
The CS mission is to provide friendly, accurate and dependable service and training for the entertainment industry (producers, studios, unions, and guilds) and the behind-the-scenes workers as required by union contracts, the law and individual need - supporting the industry through maintaining various rosters, processing roster applicants, offering quality safety, harassment prevention and skills training, facilitating the creation and maintenance of industry safety bulletins, validating documents, securely maintaining records and much more.
Training that keeps workers safe on set is critical to this important mission. CS’s Safety Pass training program is second-to-none in terms of breadth, relevance, and quality. This helps the studios maintain their strong safety record and they believe it has helped save lives.
Though they act as one, structurally, CS is composed of two separate tax-exempt trust funds — CSATF and CSATTF — which are governed by two boards of trustees, the members of which are appointed by the AMPTP. CSATF is a tax-exempt business league under Internal Revenue Code Section 501(c)(6). CSATTF is a tax-exempt labor organization under Internal Revenue Code Section 501(c)(5) and an apprenticeship plan subject to the Employee Retirement Income Security Act (ERISA).
Additional Information about CS can be found here:
Website: https://www.csatf.org
JOB SUMMARY:
Contract Services is seeking a highly skilled Help Desk Level III Technician to join our IT Operations department. The IT Help Desk Level III Technician responsible for providing help desk level III support to users, technology infrastructure, networking, telephony solution, and systems configuration. Support will be both on-site and remote, including troubleshooting through phone and remote software. Implement and research new technologies as needed.
KEY DUTIES AND RESPONSIBILITIES:
- Help with training and keeping onboarding guides and procedures updated.
- Escalate trouble tickets to IT Operation Manager and provide back-up support and respond to tickets escalated by IT help desk level I and II
- Support MacOS, iOS, Windows OS, and all mobile devices on a regular basis.
- Work within a centralized ticketing system to respond to users and document pathways to resolution in a timely manner.
- Resolve complex issues requiring detailed systems and applications knowledge.
- Install, configure, troubleshoot software, hardware, workstations, telephony system, audio-video, and mobile devices.
- Communicate, provide guidance and knowledge transfer to other resources within the organization on issues and implement a solution.
- Perform system upgrades as needed to all equipment managed by IT Operations.
- Research and implement new technologies to resolve issues.
- Handle shipping and safe transfer of equipment as needed.
- Perform hardware repairs, routine cleaning of server rooms, and equipment storage.
- Escalate areas of concern to the IT Operations Manager.
- Assist with inventory control of operational equipment and software.
- Analyze operational procedures and recommend changes best suited for the organization.
- Provide technical support for online training courses by phone, email, or through our ticket system.
- Create automated solutions that replace manual processes.
- Special assignments and projects as directed by the Senior IT Operations Manager or Chief Information Officer
THE IDEAL CANDIDATE HAS:
- Collaborative interpersonal skills.
- The ability to adapt and take initiative while offering improvements via technology.
- Excellent client-facing communication, analytical and organizational skills.
- Expertise in troubleshooting, configuration, and repair of server, network, email, file shares, and PCs.
- Experience with Active Directory/Domain Controllers.
- Understanding of Group Policies.
- Knowledge of commonly used, I.T. helpdesk concepts and technologies.
- Computer proficiency in MS Office.
- Knowledge of the Motion Picture and Television Industry preferred.
EDUCATION/EXPERIENCE/MINIMUM REQUIREMENTS:
Education
- Bachelor’s degree in Information Technology or Computer Science or related field; or equivalent combination of education and experience.
Experience
- Minimum five years of experience in an I.T. Helpdesk role.
OR
Any combination of academic education, professional training or work experience which demonstrates the ability to perform the duties of the position.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENTS:
This position will work partially from home as well as on-site in our Burbank office and must be available to work some Saturdays.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.
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