Analyst II, Field Services-EPIC

Universal Orlando•Orlando, FL

19h•Onsite

About The Position

The Analyst II, Field Services role involves both inside and outside field work, providing technology support and response across Universal Orlando's Parks, Resorts/Hotels, and offsite Retail locations. This position focuses on troubleshooting, testing, repairing, and servicing hardware and software. The Analyst II is expected to configure, deploy, and service various technologies including 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. The role also requires coordination with Technicians, Analysts, and Team Leads to support 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.
Install, configure, diagnose, and repair technology related to UPR operations, including POS hardware (ticketing, food, 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, and IoT hardware.
Advanced software support, including installing, configuring, and troubleshooting Point of Sale software for retail, food, and ticketing business areas.
Configure, deploy, and support hardware and software for events and projects, specifically POS and related technologies for marque events and new food, retail, ticketing, and guest services locations.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities.
Perform other duties as assigned.