Service Operations Analyst- Intermediate

About the role

The Service Operations Analyst- Intermediate provides critical remote and on-site technical support across hardware, software, and networking infrastructure for studio users. Acting as a vital technical partner to our production and overhead teams, this role deploys and maintains our Mac-dominant environment, manages specialized animation hardware (Cintiqs, color-calibrated displays), and supports remote streaming workflows. The ideal candidate is a proactive problem-solver who ensures artists and filmmakers experience zero technical friction in their creative process.

Sony Pictures Animation is a pre-production animation studio based in Los Angeles, California, creating both feature animation and animated series with artists from around the world. We pride ourselves on empowering filmmakers to lead the creative process, and allowing the hand of the artist to be truly felt, with the goal of producing bold and innovative visual storytelling.

Responsibilities

• Provide rapid, high-touch remote and on-site technical support and troubleshooting for 100+ users across hardware, software, and networking needs.
• Deploy, configure, and maintain Mac workstations (MacBook Pros/Airs), ensuring optimal performance for studio applications.
• Support, set up, and troubleshoot specialized artist hardware, including Wacom/Cintiq tablets and color-accurate Eizo displays.
• Support remote workstation streaming environments (e.g., Parsec) and secure VPN access for off-site artists and remote crew.
• Provision and manage user accounts, permissions, and SaaS licensing across Google Workspace and studio directory tools.
• Write basic shell scripts (Python, Bash) to automate workstation setups, system updates, and routine maintenance tasks.
• Partner closely with Imageworks (SPI) pipeline and systems engineering teams to escalate, track, and resolve complex infrastructure issues.
• Maintain accurate IT asset management records, hardware inventories, and user access setups.

Qualifications

• 1-3 years of hands-on technical support or systems engineering experience, ideally within an animation, VFX, or post-production environment.
• Deep proficiency in Mac OS administration and troubleshooting.
• Working knowledge of Windows operating systems for high-end desktop environments.
• Familiarity with creative software and front-end animation/editorial packages (e.g., Adobe Creative Cloud, Avid Media Composer, Storyboard Pro, Maya, Zbrush, Blender).
• Hands-on experience supporting remote desktop streaming protocols (e.g., Parsec) and artist peripherals (Cintiqs, calibrated monitors).
• Basic scripting skills (Python or Bash) for automation and deployment.
• Strong customer-service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing support tickets under tight production deadlines.

Pay and benefits

The anticipated base salary for this position is $40.00/hour to $51.00/hour. This role may also qualify for incentives and/or comprehensive benefits. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position