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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.

Based in Lafayette, Indiana, GQT Movies is a privately held theater circuit with 23 locations and 181 screens across six states.
As the new iteration of Goodrich Quality Theaters, Inc., a company with roots dating back to 1930, GQT continues to innovate and grow upon the foundation of bringing communities of moviegoers together by providing exceptional quality and service experiences across the Midwest.
For more information, visit https://www.gqtmovies.com