Field Support Technician (CinemaWest Office)

CINEMA WEST MANAGEMENT COMPANY LLC•Petaluma, CA

12d•$26 - $30•Hybrid

About The Position

The Field Support Technician provides first-line technical support and field service for Cinema West's theatre locations across California and Idaho. The position is responsible for the installation, maintenance, and repair of site-level technology systems, including point-of-sale terminals, self-service kiosks, kitchen display systems, digital signage, printers, payment terminals, workstations, and associated network infrastructure. Work is performed through a combination of remote troubleshooting from the corporate office and on-site service at theatre locations. The Field Support Technician serves as the primary point of contact for site-reported technical incidents and is expected to independently diagnose and resolve issues in a live operating environment, escalating with accurate technical detail when required.

Requirements

Minimum two (2) years of hands-on experience in IT support, field service, or a closely related technical role.
Demonstrated proficiency in Windows desktop troubleshooting and administration.
Working knowledge of networking fundamentals, including IP addressing, DHCP, VLANs, and structured cabling, with the ability to isolate faults between endpoint, switch, and circuit.
Experience installing, configuring, and troubleshooting printers and peripheral devices.
Ability to perform physical installation work, including mounting equipment, running cable, and working from ladders.
Strong written and verbal communication skills, with the ability to explain technical issues to non-technical staff.
Ability to work independently on site with remote guidance.
Valid driver's license, reliable personal vehicle, proof of insurance, and a satisfactory driving record.

Nice To Haves

Experience supporting point-of-sale systems in a retail, hospitality, or entertainment environment.
Experience with remote monitoring and management (RMM) and endpoint protection tools.
Experience with digital signage platforms.
Experience handling payment terminal replacement and RMA processes.
Familiarity with ticketing systems and structured incident documentation.
Prior experience in theatre, retail, or hospitality operations.

Responsibilities

Monitor, triage, and resolve technical incidents submitted through the company incident reporting system, including digital signage outages, printer faults, kiosk errors, POS station errors, and cash drawer and payment terminal malfunctions.
Provide timely and clear status communication to site management throughout the incident lifecycle.
Serve as the primary technical responder for weekend operations.
Install, configure, troubleshoot, and repair POS and kitchen display stations, digital signage players, receipt and kitchen printers, and payment terminals.
Image, configure, and deploy workstations; enroll devices in company remote management and endpoint protection platforms.
Provide remote support to out-of-state locations as directed.
Stage, prepare, and transport hardware for new site openings, equipment refreshes, and system migrations.
Perform physical installation of hardware, including mounting, cabling, and peripheral connection.
Provide on-site support during system go-live events.
Maintain accurate records of IT inventory, spare equipment, and deployed assets.
Coordinate replacement equipment orders and vendor return (RMA) processes.
Perform routine patching, device onboarding, and remediation tasks using the company's remote monitoring and management platform.
Open, track, and follow up on support cases with software, payment, signage, hardware, and internet service vendors.
Communicate technical details accurately and drive cases to resolution.
Maintain current site configuration records, procedural documentation, and inventory data.
Perform other related duties as assigned.