ICT Technician - On-Site Tech Support & Systems

Emagine Entertainment, Inc.; Troy (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

Emagine Entertainment, Inc. is seeking a Technician, ICT to coordinate end-user support and troubleshoot across theatre and CSC environments. You’ll manage the IT ticketing system, assist with imaging and deployment, and ensure inventory and equipment logistics run smoothly.

The role requires strong knowledge of Windows, Active Directory, DNS, DHCP, Group Policy and SQL, with excellent communication and teamwork. On-call rotation and extensive travel to theatre locations are expected.

Qualifications

• Completion of a post-secondary school program or diploma in Computer Science, Information Systems or related field.
• Familiarity with Active Directory, DNS, DHCP, Group Policy and SQL.
• Proficient with Microsoft Office suite and Windows OS.
• Microsoft Certified Professional (MCP) certification would be an asset.

Responsibilities

• Coordinate end-user support and problem resolution via telephone, email, and other channels to ensure effective IT integration across the company.
• Serve as the first level ICT operational support, including troubleshooting, resolution, escalation, and coordination of technical issues across theatre and CSC environments.
• Maintain the IT ticket management system with accurate log and tracking from submission to resolution.
• Escalate unresolved or high-priority issues to ICT leadership following escalation procedures.
• Maintain up-to-date inventory records of IT equipment deployed and in use.
• Coordinate shipping, receiving, and distribution of IT equipment to and from theatres and end users.
• Assist in hardware imaging and configuration for maintenance or deployment of machines.
• Support operation and monitoring of information systems, adding/removing/upgrading software as needed.
• Build vendor relationships for timely ordering and shipment of equipment and parts.
• Coordinate support for software like digital signage, Preshow, LCD systems, printers/scanners, and showtime monitor software.
• Prepare and distribute end-user technical documentation and training materials.
• Support Microsoft Office and other company-wide software platforms as needed.
• Participate in ICT projects including development, upgrades, migrations, testing, and rollout support.
• Identify recurring support trends and recommend process improvements to improve efficiency and user experience.
• Collaborate with ICT leadership and teammates on operations and project priorities.
• Participate in on-call rotation to handle after-hours issues.
• Travel to theatre locations to provide on-site support (up to 75% of the workweek).

Skills

End-user support

Problem solving

Ticketing system

Communication skills

On-call rotation

Team collaboration

Education

Diploma in Computer Science or Information Systems

Tools

Active Directory

DNS

DHCP

Group Policy

SQL

Job description

Emagine Entertainment, Inc. is seeking a Technician, ICT to coordinate end-user support and troubleshoot across theatre and CSC environments. You’ll manage the IT ticketing system, assist with imaging and deployment, and ensure inventory and equipment logistics run smoothly.

The role requires strong knowledge of Windows, Active Directory, DNS, DHCP, Group Policy and SQL, with excellent communication and teamwork. On-call rotation and extensive travel to theatre locations are expected.