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Technical Support Analyst

2 months ago

Round Rock, Texas, United States Flix Brewhouse Full time
Job Overview

Position Title: Systems Support Specialist

Department: Information Technology

Reporting To: Senior Director of Information Technology

Required Certifications: N/A

Compensation: $18-20/hr

Role Summary:

The Systems Support Specialist plays a crucial role in the upkeep and support of IT, Projection, Sound, and AV systems within the cinema environment. This includes a variety of equipment such as Point-of-Sale systems, networking devices, projection machinery, and associated databases, servers, computers, VoIP systems, digital signage, televisions, monitors, and kiosks. The specialist collaborates with local theater experts and cinema management to ensure seamless operations.

Key Responsibilities:

  • Work closely with technology leaders to maintain theater and technology infrastructure, ensuring IT systems, networks, and telecom services adhere to established methodologies and quality benchmarks.
  • Provide both remote and on-site expertise to theater management and operations teams for diagnosing and resolving critical hardware and software challenges, particularly with projectors and Point-of-Sale systems.
  • Develop a comprehensive understanding of the cinema industry's operational needs to effectively support theaters and manage POS software.
  • Oversee and manage databases for film and food & beverage catalogs, collaborating with technology, operations, and marketing teams on the design, implementation, and maintenance of product, pricing, and inventory details.
  • Conduct regular maintenance on cinema POS systems, projection equipment, digital signage, sound systems, and servers.
  • Facilitate the installation, deployment, and upgrades of software, hardware, AV, and network systems.
  • Provide foundational training to theater managers or new technicians to enhance troubleshooting and maintenance capabilities.
  • Complete all requests for reports, information, and administrative tasks as required by the department or organization.
  • Perform additional duties as assigned by the organization.

Qualifications:

  • Bachelor's degree in a computer or technology-related field is preferred, or equivalent relevant experience.
  • Familiarity with Point-of-Sale software (especially Vista) is advantageous, along with a minimum of 2 years of projection experience.
  • Experience in networking, Windows, Microsoft Office Suite support, and hardware installation is essential.
  • Proficient in troubleshooting network issues, network testing, tracing, and installing network cables, with a strong ability to test, troubleshoot, service, and repair equipment.
  • At least 2 years of experience in technical support within a mid-sized organization, ideally with a technical degree.

Skills Required:

  • Strong written and verbal communication abilities.
  • Detail-oriented with a commitment to following established protocols and processes.
  • Capability to write basic queries using Microsoft SQL Server, relational databases, and T-SQL.
  • Proficient in network (LAN/WAN/TCPIP) troubleshooting and diagnostics, with knowledge of basic networking principles, including wireless.
  • Ability to maintain composure under pressure and meet deadlines; adept at solving problems with creativity, initiative, and drive; self-motivated with a sense of pride in accomplishments.
  • Service-oriented mindset with a willingness to collaborate with internal experts and third-party vendors to resolve issues for end-users.