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