TECHNICIAN, ICT

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

# TECHNICIAN, ICTGray Woods (CSC Office) - Legal Address - Troy, MI 48083## Description**Key Accountabilities*** Coordinate end-user support and problem resolution via telephone, email, and other communication channels to ensure effective integration of Information Systems across the company* Serve 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 resolution* Escalate 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 company* Coordinate the shipping, receiving, and distribution of IT equipment to and from theatres and end users* Assist in hardware imaging and configuration for machines requiring maintenance or deployment* Support the proper operation and monitoring of Information Systems, including adding, removing, and upgrading software to align with business needs* Help develop and maintain strong working relationships with hardware and software vendors, ensuring timely ordering and shipment of equipment and parts* Coordinate support for miscellaneous software systems including digital signage, Preshow, LCD systems, printers/scanners, and showtime monitor software* Assist in the preparation and distribution of end-user technical documentation and training materials* Support Microsoft Office and other company-wide software platforms as needed* Participate 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 manner* Travel to various theatre locations to provide on-site technical support – travel may be up to 75% of workweek## Qualifications* Completion of a post-secondary school program or diploma in Computer Science, Information Systems or related field* Comfortable with Active Directory, DNS, DHCP, Group Policy, and SQL* Knowledge 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 configurations* Proficient in Microsoft Word, Excel, Outlook and Power Point, Microsoft Certified Professional (MCP) certification would be considered an asset* Ability to analyze and solve problems remotely, and explain problems and solutions clearly with end-user friendly language* Excellent 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.