IT Support Specialist

Join to apply for the IT Support Specialist role at Crafty Apes Join to apply for the IT Support Specialist role at Crafty Apes This range is provided by Crafty Apes. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$80,000.00/yr - CA$85,000.00/yr Position: IT Support Specialist Location: Vancouver, BC (Hybrid – Remote with bi-weekly on-site support) Role Overview Crafty is seeking an IT Support Specialist based in Vancouver to provide first-line technical support for employees, primarily focused on the West Coast operations. Although this is a remote-first role, the successful candidate will be expected to attend the downtown Vancouver office periodically (approx. once every couple of weeks) to provide on-site assistance when required. This position supports roughly 150 users across the West Coast, including Vancouver and Los Angeles, as well as collaborating with the wider global IT support team. Key Responsibilities Act as the first point of contact for IT-related issues and service requests on the West Coast. Manage incoming IT support tickets, triaging, troubleshooting, and resolving where possible. Escalate unresolved issues to the Systems Engineer or other senior IT team members. Provide occasional on-site hardware and network support at the Vancouver office. Handle user onboarding and offboarding, including setting up accounts in Active Directory and Google Workspace. Conduct IT orientation for new hires. Support company-wide IT initiatives, tools, and systems, working closely with the global IT team. Maintain accurate documentation of IT processes, issues, and solutions. Microsoft Windows: All company workstations Google Workspace: Productivity tools (Gmail, Docs, Drive, etc.) Active Directory: User management & authentication Ticketing Systems: Handling IT requests and incidents Experience with Visual Effects (VFX) or related creative industries is nice-to-have, but not essential. Experience & Qualifications ~3–5 years in IT support or similar technical support roles. Hands‑on experience with Windows environments and Google Workspace administration. Knowledge of Active Directory for user provisioning and management. Exposure to remote IT support environments and ticketing systems. Any relevant IT certifications (e.g., CompTIA, Microsoft, Google Workspace) would be beneficial but not required. Key Attributes & Soft Skills Customer-focused mindset — this is a user-facing role supporting employees daily. Excellent communication and interpersonal skills. Proactive and adaptable in a fast-paced, growing company. Team player — works collaboratively with the wider IT team while owning local responsibilities. Strong problem‑solving skills and a can‑do attitude. Team Structure Reports to: Head of Technology Works closely with A Systems Engineer based in Los Angeles. A global IT support team covering other time zones. HR and Operations teams for onboarding and account management. Part of a 10‑person technology team worldwide. Growth & Development Crafty is expanding globally, with recent office launches in Australia and growth in London. On‑the‑job learning and potential mentorship from the existing West Coast Systems Engineer. Why Join Crafty Work in a high‑growth, innovative company within the creative/VFX industry. Be part of a global IT team supporting cutting‑edge production environments. Hybrid role offering the flexibility of remote work with occasional office collaboration. Opportunities to develop technical skills and advance within the company. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Entertainment Providers Referrals increase your chances of interviewing at Crafty Apes by 2x #J-18808-Ljbffr