Technician, Field Services

Universal Orlando•Orlando, FL

About The Position

The Field Services Technician 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 Technician will be involved in troubleshooting, testing, repairing, and servicing our hardware and software at those locations.

Requirements

High school degree or GED required.
1+ year in the Personal Computers and Point of Sale support field and/or customer service-related area.
Formal training in IT related applications or equivalent Military work experience preferred; or equivalent combination of education and experience.
Strong customer/team interaction skills.
Good verbal and written communications skills.
Detail oriented.
Ability to multitask in a fast-paced environment.
Ability to comprehend issues involving little to no concrete variables in non-standard situations as well as problems that are undocumented.
1 to 2 years knowledge of personal computers, networking, Microsoft Windows OS, Active Directory.
Ability to comprehend the workflow as needed during the day or event.
Requires the use of sound business judgment in following outlined instructions and requirements of the various user group(s) in the business.
Ability to read and interpret technical documents and effectively present information for one-on-one and small group situations.

Nice To Haves

Technical school is preferred.
Microsoft Office products and various other types of Office programs a plus
Knowledge of various Point of Sale applications a plus.

Responsibilities

Perform PC and Point of Sale hardware installation, restoration and support analysis, as well as testing and installing new software. Use problem management and request-for-service systems to receive work assignments and to input resolution of work assignments.
Provide assistance to users, trouble-shoot problems by analyzing and resolving user problems, ensuring fast and accurate response. Provide basic network analysis of issues, escalate and update incidents as per documented process.
Assist in the support of special projects and events during staging, testing, installing and supporting while meeting our Service Level Agreement for these events and projects. Support must be balanced against day-to-day tasks.
Follow documented process of inventory control and tracking of all software, licenses and hardware while providing updates regarding inventory needs. Testing return merchandise authorization and completing procedure for introduction back into circulation.
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.