Analyst II, Field Services-EPIC

Universal Orlando • Orlando, FL

1d • Onsite

About The Position

The Analyst II, Field Services covers both inside and outside field work, providing support and response around technology utilized within our Parks, Resorts/Hotels and offsite Retail locations. In this role, the Analyst II will be involved in troubleshooting, testing, repairing, and servicing our hardware and software at those locations. The Analyst II is expected to understand, configure, deploy and service various types of hardware and software related to our POS and payment systems, ticketing/turnstiles, digital signage, kiosks, virtual line systems, kitchen systems, table reservation systems, mobile ordering Android/IOS, access control, time clocks, Windows tablets and PCs, printers, basic LAN troubleshooting, and IoT. They will coordinate and work with Technicians, Analysts and Team Leads to provide support for all Universal Orlando events.

Requirements

• High school degree or GED is required.
• 2+ years in Field Services or PC Support related field.
• Experience of Cat5/Cat6 Low-voltage cabling and termination
• Experience of Local Area Networking

Nice To Haves

• Technical school is preferred.
• Associate degree (AA) is preferred.
• Military classes or equivalent training.
• Basic understanding of ITIL framework or service management practices.
• Basic understanding of Cat5/Cat6 Low-voltage cabling and termination.
• Basic understanding of Local Area Networking.
• Basic understanding of AV equipment for conferencing.
• Experience with setup and support of PC, MAC, and POS systems.
• Experience with Microsoft Windows, Active Directory, Microsoft Exchange, and Office products.
• Experience with setup and deployment of payment devices.
• Experience using an industry standard ITSM (IT Service Management) tool for incident and request management.
• Ability to work in a team environment.
• Good verbal and written communication skills.
• Strong customer service skills.
• Ability to multi-task in a fast-paced environment and effective time-management skills.

Responsibilities

• Advanced hardware troubleshooting and support. Ability to install, configure, diagnose, and repair technology related to UPR operations. Including POS hardware used for ticketing, food, and retail, digital signage hardware, payment systems hardware, kiosks, turnstile hardware, virtual line systems, attractions express hardware, biometric hardware, kitchen systems, table reservation systems, mobile ordering hardware, access control systems, time clocks, Windows tablets, Android/IOS mobile hardware, Windows PC, printers, IoT hardware.
• Advanced software support. Ability to install, configure, and troubleshoot Point of Sale software for our retail, food, and ticketing business areas.
• Event and project hardware and software configuration, deployment and support of POS and related technologies for our marque events, new locations for food, retail, ticketing, and guest services areas.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees