IT Support Technician

IT Support Technician

Image Engineering was founded as a company that pushes boundaries, develops new ideas through design and fabrication, and is a leader in the visual display and special effects industry. We are comprised of a team of artists, engineers, event producers, fabricators and creative thinkers.

We have worked all over the United States completing thousands of projects in the field of creative multimedia shows for clients such as Paul McCartney, the Trans–Siberian Orchestra, the Rolling Stones, Lady Gaga, American Idol, America's Got Talent and multiple professional sports franchises in the NFL, NBA and NHL. We have also created permanent and temporary interactive installations for world–class venues including the Staples Center and The John F. Kennedy Center for the Performing Arts.

Our strength lies in the broad range of techniques and custom special effects solutions we use to create first class spectaculars including laser effects, video projection and mapping, pyrotechnics, architectural lighting installs, custom constructed sets and bespoke engineered special effect solutions for live events and permanent applications.

Image Engineering is seeking an IT Support Technician to join our team based in Baltimore, MD. The IT Support Technician will support the day-to-day operation of all information technology systems deployed by the company. This individual should be passionate about working in the entertainment industry and comfortable supporting a diverse group of users — from project managers to designers and engineers — as we bring to life some of the biggest ideas in sports, live events, and themed entertainment.

The IT Support Technician must be able to manage multiple changing priorities in a dynamic work environment and demonstrate flexibility while supporting multiple projects simultaneously, each with its own unique requirements. This individual will consistently maintain a positive, constructive attitude while serving as the primary point of contact for the IT needs of both full-time employees and subcontractor teams.

Key Responsibilities:

• Serve as the primary point of contact for IT needs at Baltimore HQ and for remote employees
• Provide occasional after-hours or event-driven support when required for deployments, productions, or critical issues
• Prioritize and resolve help desk tickets through the company's IT ticketing system
• Prepare and onboard new user IT assets and tools, including overseeing offboarding, asset collection, and sanitization
• Deploy and support end-user desktops, laptops, and general office IT equipment
• Manage user accounts, permissions, group policies, and access controls (Microsoft 365 / Entra ID / Active Directory).
• Coordinate with external vendors, service providers, and support partners when escalation or specialized support is required
• Perform troubleshooting, parts replacement, system upgrades, and basic deployments while keeping leadership informed of needs
• Identify potential issues that could adversely impact the end-user experience and develop effective solutions
• Install and maintain basic network hardware, including patching and assisting with structured cabling deployments
• Maintain and supervise the deployment of IT equipment required for productions
• Ensure required software and licenses are up to date, including archival of files and programs
• Serve as smart-hands support for network and server infrastructure
• Support ad-hoc IT projects related to internal team needs
• Coordinate asset management, prepare quotes, catalog inventory, and evaluate defective hardware to determine required actions

Requirements:

• Ability to work independently and prioritize end-user needs within environment-driven deadlines
• Strong customer service mindset with the ability to support both technical and non-technical users
• Strong understanding of the Microsoft ecosystem, including Microsoft 365, Office and SharePoint / OneDrive
• Understanding of core networking concepts (VLANs, DHCP, DNS, VPNs, switching)
• Working knowledge of basic security principles (MFA, endpoint protection, least-privilege access).
• Experience managing NAS devices, printers, cameras, phones, conference room equipment, and door access systems in a small-business environment
• Experience working with shared storage and backup monitoring systems
• Ability to work within a mixed-OS environment with local and remote users
• Ability to write both technical and end-user-friendly documentation
• Understanding of, or willingness to learn, operating systems beyond Windows (macOS, Linux, iOS, Android)
• Familiarity with networking within the UniFi ecosystem
• Experience supporting special IT projects and managing their end-to-end lifecycle
• Ability to write or implement basic scripts (PowerShell, AutoIT, etc.)
• Experience implementing or managing IT documentation systems
• Willingness to learn and support company CRM software
• Willingness to learn Crestron for BMS and conference room applications
• Willingness to learn industry-specific protocols and procedures for managing a touring fleet

Education / Experience Requirements:

• Associate's degree in Computer Science, Business Technology Administration, or equivalent work experience
• 3+ years of IT support experience
• Minimum of 2 years of experience managing and responding to user support tickets

Benefits:

• Aetna Health, Dental, & Vision Insurance
• Flexible Time Off Program
• Paid Holidays
• Employee Assistance Program
• John Hancock 401(k) Retirement Plan
• Company-Paid Life Insurance
• Aflac Supplemental Insurance
• Dependent Care FSA
• Travel Reward Points (hotel, airline, car rental)
• Cell phone discount
• SECU (MD) Credit Union Membership
• Employee Referral Bonuses
• Company perks, including regular in-office treats and social events
• ...and more!