Level 1 IT Support Technician

PYEK•Katy, TX

2d•Hybrid

About The Position

Pyek Group is seeking a Level 1 IT Support Technician to join their growing hospitality organization. This role is crucial for supporting their Point-of-Sale (POS) systems and other IT operations across multiple waterpark properties. The ideal candidate will be adaptable, detail-oriented, and comfortable in a fast-paced environment with shifting priorities. This position offers the opportunity to work closely with the Director of IT and Business Application Manager during a period of significant organizational growth and IT expansion, including the management of multiple POS platforms.

Requirements

1-3 years of experience in an IT support or helpdesk role.
Strong troubleshooting and analytical skills with a methodical approach to problem-solving.
Proficient in Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
Advanced proficiency in Microsoft Excel (formulas, formatting, data management).
Excellent organizational skills with the ability to manage multiple priorities simultaneously.
Strong interpersonal and written communication skills.
Valid driver's license and reliable transportation for travel between park properties.
Ability to work a flexible schedule including evenings and weekends as part of the on-call rotation.

Nice To Haves

Hands-on experience with Point-of-Sale systems in a hospitality, entertainment, or high-volume retail environment.
Familiarity with POS configuration, menu/product builds, payment processing, and end-of-day reconciliation workflows.
Experience supporting or transitioning between multiple POS platforms simultaneously.
Exposure to cashless payment systems, RFID card management, or wristband-based POS environments.
Experience with Microsoft 365 administration including user management, Exchange Online, and Teams.
Networking knowledge including experience with managed switches, access points, or platforms such as UniFi.
CompTIA A+, Network+, or equivalent industry certification.
Experience supporting multi-site or multi-brand organizations.

Responsibilities

Serve as the primary day-to-day support resource for Point-of-Sale (POS) system operations across all park properties.
Manage configuration, troubleshooting, and maintenance of POS terminals and related hardware.
Assist in managing promotional items, pricing updates, and ticketing configurations within POS platforms.
Monitor POS system health and proactively identify issues before they impact park operations.
Coordinate closely with the Business Application Manager to ensure POS systems remain accurate, up to date, and operational.
Serve as a front-line resource for IT support requests submitted via the ticketing system.
Triage, prioritize, and resolve Level 1 support tickets in a timely manner; escalate complex issues as appropriate.
Document all support interactions, resolutions, and recurring issues thoroughly.
Participate in on-call rotation, including a minimum of two weekends per month, to ensure after-hours support coverage across properties.
Travel between park locations as needed to provide on-site technical support.
Support network infrastructure including connectivity troubleshooting and escalation.
Assist in maintaining hardware inventory, peripheral devices, and endpoint configurations.
Assist with user account provisioning, deprovisioning, and access changes within Microsoft 365 and internal systems.
Support onboarding and offboarding processes, including device setup and access configuration.
Help maintain proper access controls and security policies in line with company standards.