Production Technician

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.  

What You’ll Do:

• Account management 
• General app guidance and troubleshooting
• User Training and onboarding (both in person and remotely)
• Assisting with metadata creation and entry 
• QA Testing
• Documentation 
• Device Deployment and Troubleshooting for Lucasfilm Execs
   

Main 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.
   

What You’ll Need

• 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.
• Experience in the production realm, asset management, or technical support is desirable.

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.