TECHNICIAN, ICT

eMagine; Troy (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

eMagine is seeking an ICT support specialist to deliver end-user helpdesk services across multiple locations. You will troubleshoot issues, log tickets, and coordinate with theatres to resolve IT problems quickly.

Responsibilities include maintaining inventories, imaging hardware, and supporting software such as Microsoft Office, Windows OS, and SQL. Travel up to 75% for on-site support is expected, with on-call coverage and documentation duties.

Qualifications

• Bachelor's degree or higher in CS/IS or related field.
• Post-secondary diploma in CS/IS is acceptable and valued.
• Familiarity with IT concepts and enterprise IT basics.

Responsibilities

• Coordinate end-user support and problem resolution via telephone, email, and other channels.
• Serve as the first level of ICT operational support, including troubleshooting and escalation.
• Maintain the IT ticket management system from submission to resolution.
• Escalate unresolved or high-priority issues to ICT leadership per procedures.
• Maintain up-to-date inventory records of IT equipment.
• Coordinate shipping, receiving, and distribution of IT equipment to theatres and end users.
• Assist in hardware imaging and configuration for maintenance or deployment.
• Support operation and monitoring of Information Systems and software updates.
• Help develop and maintain end-user documentation and training materials.
• Assist with on-call rotation for after-hours issues and travel to theatres up to 75%.
• Collaborate on ICT projects, upgrades, migrations, testing, and rollout.

Skills

Active Directory

DNS

DHCP

Group Policy

SQL

Windows OS

Microsoft Office

PC configurations

Problem solving

Teamwork

On-call support

Effective communication

Education

Bachelor's degree in Computer Science / Information Systems

Post-secondary diploma in Computer Science / Information Systems

Job description

Key AccountabilitiesCoordinate end-user support and problem resolution via telephone, email, and other communication channels to ensure effective integration of Information Systems across the companyServe as the first level of ICT operational support, including troubleshooting, resolution, escalation, and coordination of technical issues across theatre and CSC environments.Maintain the IT ticket management system, ensuring all work orders are accurately logged and tracked from submission through resolutionEscalate unresolved or high-priority issues to ICT leadership in accordance with ICT escalation procedures.Maintain up-to-date inventory records of all IT equipment deployed and in use throughout the companyCoordinate the shipping, receiving, and distribution of IT equipment to and from theatres and end usersAssist in hardware imaging and configuration for machines requiring maintenance or deploymentSupport the proper operation and monitoring of Information Systems, including adding, removing, and upgrading software to align with business needsHelp develop and maintain strong working relationships with hardware and software vendors, ensuring timely ordering and shipment of equipment and partsCoordinate support for miscellaneous software systems including digital signage, Preshow, LCD systems, printers/scanners, and showtime monitor softwareAssist in the preparation and distribution of end-user technical documentation and training materialsSupport Microsoft Office and other company-wide software platforms as neededParticipate in ICT project initiatives including system development, upgrades, migrations, testing, documentation, and operational rollout support.Assist with identifying recurring support trends and recommending process improvements to enhance operational efficiency and end-user experience.Collaborate with ICT leadership and fellow team members on both operational support activities and project execution priorities.Participate in on-call rotation to ensure evening and after-hours technical issues are addressed and resolved in a timely mannerTravel to various theatre locations to provide on-site technical support – travel may be up to 75% of workweekCompletion of a post-secondary school program or diploma in Computer Science, Information Systems or related fieldComfortable with Active Directory, DNS, DHCP, Group Policy, and SQLKnowledge of computer hardware and software systems and programs including the Microsoft suite of products is required, as well as working knowledge of Windows OS and PC configurationsProficient in Microsoft Word, Excel, Outlook and Power Point, Microsoft Certified Professional (MCP) certification would be considered an assetAbility to analyze and solve problems remotely, and explain problems and solutions clearly with end-user friendly languageExcellent written, verbal and listening communication skills, with the ability to work in a team environment with changing priorities.Ability to manage multiple operational and project-related priorities in a fast-paced environment.Demonstrate willingness to learn new technologies, processes, and areas of technical specialization.