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Production Technician
Industrial Light & Magic / The Walt Disney Company
Job Summary
Atris is a proprietary asset management system used by Lucasfilm as well as other groups throughout the Disney organization. One of the key ingredients to the success of this tool is our unwavering dedication to top-quality, authentic support. In this role, you will work with an extremely dedicated team to serve as the first line of human-to-human support interactions for Atris, responding to all initial inquiries from our clients and ensuring an expedient and helpful resolution.
Key Responsibilities
- Provide best-in-class general and technical support via phone, computer, and in person, for all questions and issues related to our clients’ use of Atris.
- Escalate issues to Tier 2 Atris or IT support as needed, and set customer expectations for next steps.
- Assist with the creation and maintenance of our customer-facing documentation knowledge base, as well as contributing to our internal technical documentation and tracking systems.
- Provide assistance and user training to clients on their use of Atris, our Apps, and any related equipment where those Apps may be included.
- Assist with general account management and permissions for various Atris teams and workspaces, as well as troubleshoot OKTA or MFA-related login issues.
- Assist with various asset management administrative tasks in cooperation with our customers.
- Assist with adjacent technologies and tracking including Jamf-related workflows for remote device and app deployment and Cheqroom-related tracking workflows for Atris devices.
- Participate in the on-call Pager Duty rotation as agreed upon with the rest of the Atris Support team. When on call, be prepared to address technical issues at all times.
Required Qualifications / Skills
- College degree in asset management/data science, computer science, or film production and/or 2-3 years of related experience.
- Demonstrated obsession with supporting your customers, peers, team, and product.
- Experience in a fast-paced environment is essential, with the ability to prioritize many simultaneous tasks.
- Extensive experience with Mac Laptops and various iOS devices is required, with comfort and interest in emerging technologies.
- Experience creating clear user-end troubleshooting documentation.
Preferred Qualifications
- Experience in the production realm, asset management, or technical support is desirable.
Benefits & Compensation
The hiring range for this position in Los Angeles is $53,500 – $68,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.
A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
About Industrial Light & Magic
Founded in 1975 by George Lucas, ILM is the leading effects facility in the world, serving the motion picture, commercial production, and attraction industries. ILM has created visual effects for over 325 feature films and has played a key role in seven of the top 10 worldwide box-office hits of all time and has contributed to 25 of the top 50. ILM has set the standard for visual effects, creating some of the most stunning images in the history of film. At the forefront of the digital revolution, the company continues to break new ground in visual effects, VR, AR, and Immersive Cinema.
About The Walt Disney Company
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family.
Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Lucasfilm Ent Co Ltd, LLC Payroll Svc, which is part of a business we call Industrial Light & Magic. Lucasfilm Ent Co Ltd, LLC Payroll Svc is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law.
Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.
