IT Support Technician

The IT Support Technician provides frontline technical support for theater locations and corporate users across GQT Movies and affiliated companies. This role supports Tapos (Jacro) point-of-sale systems, office technology, network infrastructure, digital signage, end-user devices, business communication systems, and the connectivity required for theater operational systems.

This role supports day-to-day technology operations across theater and corporate locations while assisting with theater openings, remodels, technology upgrades, and infrastructure projects. The ideal candidate is a hands-on problem solver with strong customer service skills who enjoys working in a fast-paced entertainment environment.

Essential Duties and Responsibilities

Technical Support

• Respond to help desk tickets, emails, and phone calls from theater and corporate staff.
• Diagnose and resolve hardware, software, printer, networking, and peripheral issues.
• Provide remote and on-site support for theater locations.
• Configure, deploy, and maintain desktop computers, laptops, tablets, and mobile devices.
• Support Microsoft 365 applications, user accounts, and email systems.
• Assist with Active Directory user administration, including account creation, password resets, permissions, and organizational unit management.
• Troubleshoot and maintain the company's GoTo Connect phone system, including user provisioning, call routing, voicemail setup, handset configuration, and basic system administration.
• Coordinate with GoTo Connect support and telecommunications vendors to resolve escalated service issues.
• Document support requests, troubleshooting steps, resolutions, and follow-up actions within the company's help desk or ticketing system.
• Coordinate with technology vendors, service providers, and support partners to resolve escalated issues and ensure timely service restoration.
• Assist with workstation imaging, software deployment, operating system updates, and patch management activities.
• Assist with implementing and maintaining company IT security policies, endpoint protection, software patching, and user access controls.

Theater Technology Support

• Troubleshoot and support Tapos (Jacro) point-of-sale systems, including HP and Elo workstations, Verifone payment devices, HP, Star, and Epson receipt printers, MS USB and RJ11 cash drawers, and related peripherals.
• Assist theater personnel with POS connectivity, workstation performance, and user access issues.
• Support digital signage, menu boards, kiosks, and guest-facing technology systems.
• Assist theater personnel with workstation, printer, and peripheral issues.
• Support the network connectivity and infrastructure that enables digital cinema systems to communicate with corporate and third-party services.
• Coordinate with the Digital Cinema NOC when issues involve projection equipment, media servers, content delivery, TMS systems, or other cinema-specific technologies.
• Escalate digital cinema operational issues to the appropriate NOC or vendor support teams.

Network & Infrastructure

• Troubleshoot internet connectivity, Wi-Fi, switches, and network devices across theater and corporate locations.
• Monitor and maintain network connectivity for theater operational systems, including Tapos (Jacro) POS systems, digital signage, digital cinema infrastructure, GoTo Connect VoIP communications, and security systems.
• Support and troubleshoot VoIP phone services and related network requirements.
• Assist with administration and maintenance of the company's GoTo Connect platform across all theater and corporate locations.
• Support security cameras, access control systems, and other network-connected devices.
• Perform basic network diagnostics and coordinate with internet service providers and vendors to resolve outages.
• Escalate digital cinema equipment issues to the Digital Cinema NOC while assisting with any underlying network-related concerns.

Hardware Deployment & Maintenance

• Install, configure, and upgrade hardware and software across theater locations.
• Maintain inventory of IT equipment and technology assets.
• Prepare and deploy replacement equipment for theaters.
• Perform preventive maintenance to minimize downtime.
• Document equipment configurations and maintain accurate asset records.
• Maintain an organized IT storage area at the Corporate Office, ensuring equipment, spare parts, peripherals, cables, and supplies are properly labeled, stored, and readily accessible.
• Track and maintain accurate inventory records for all IT hardware and technology assets deployed throughout the circuit, including workstations, networking equipment, POS devices, printers, phones, security equipment, and related peripherals.
• Conduct periodic asset audits to verify equipment locations, status, and assignments.
• Assist with asset lifecycle management, technology refresh planning, and equipment replacement initiatives.
• Coordinate the return, redeployment, disposal, or recycling of retired technology equipment in accordance with company policies.

Projects & Theater Development

• Assist with technology planning, deployment, and support for new theater openings, acquisitions, and remodel projects.
• Coordinate the installation and configuration of workstations, networking equipment, wireless access points, POS devices, digital signage, VoIP phone systems, and other operational technology.
• Work with internal departments, vendors, contractors, and theater management to ensure technology systems are installed and operational prior to opening.
• Assist with technology refresh initiatives, hardware replacements, software upgrades, and infrastructure improvements across theater locations.
• Verify network connectivity and proper operation of theater technology systems during openings, remodels, and major upgrades.
• Document equipment installations, network configurations, and project-related activities to maintain accurate records and support future troubleshooting.
• Provide on-site or remote support during theater openings, remodels, and major technology deployments as needed.

Qualifications

Required

• High school diploma or equivalent.
• Basic knowledge of Windows operating systems and Microsoft 365.
• Familiarity with computer hardware, printers, and networking fundamentals.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues independently and escalate when necessary.
• Valid driver's license, reliable transportation, and a satisfactory driving record.
• Ability and willingness to travel up to 25% within the theater circuit for support, installations, openings, remodels, and technology projects.
• Ability to work approximately 20 hours per week with flexibility to support occasional after-hours maintenance or emergency issues.

Preferred

• 6 months to 2 years of IT support, help desk, or technical support experience.
• Experience administering and troubleshooting Ubiquiti UniFi networking environments.
• Working knowledge of network switches, wireless access points, firewalls, VLANs, VPNs, DHCP, DNS, and TCP/IP networking.
• Experience supporting cloud-based VoIP phone systems, preferably GoTo Connect.
• Familiarity with Microsoft Active Directory, Group Policy, and Windows domain environments.
• Experience supporting Microsoft 365 and Windows-based business networks.
• Understanding of workstation deployment, software distribution, and security policies through Group Policy.
• Experience supporting point-of-sale systems, preferably Tapos (Jacro), Vista, NCR, Radiant, Micros, or similar retail and entertainment POS platforms.
• Experience supporting movie theater, entertainment, retail, or hospitality technology environments.
• Familiarity with payment processing devices, receipt printers, cash drawers, and POS networking.
• Pursuing or completed coursework in Information Technology, Computer Science, or a related field.

Physical Requirements

• Ability to walk theater, office, and projection booth environments.
• Ability to climb stairs and ladders as needed.
• Ability to lift and transport technology equipment up to 40 pounds.

Success Measures

Success in this role will be evaluated based on:

• Timely response and resolution of support requests.
• Accurate maintenance of IT asset inventory and technology records.
• Network, phone system, and operational technology uptime across theater and corporate locations.
• Successful completion of theater openings, remodels, technology deployments, and infrastructure projects.
• Accurate documentation of support activities, configurations, and technology assets.
• Positive working relationships and customer service provided to theater and corporate team members.
• Adherence to company technology, security, and operational standards.

Compensation & Benefits

• Starting pay of $20.00 per hour.
• Approximately 20 hours per week.
• Flexible scheduling based on business needs.
• Mileage reimbursement for approved business travel to theater locations located more than 10 miles from the Corporate Office in Lafayette, Indiana.
• Opportunities for additional hours during theater openings, remodels, technology upgrades, and special projects.
• Potential for future advancement into full-time IT support or systems administration roles.

Work schedule

• 8 hour shift
• Monday to Friday
• Day shift
• Other

Benefits

• Flexible schedule
• Employee discount
• Mileage reimbursement