Technology Support Specialist II

FAMILY ENTERTAINMENT GROUP LLC•Itasca, IL

14h•Onsite

About The Position

Family Entertainment Group (FEG), is a recognized industry leader in designing, developing, and operating world-class family entertainment centers and amusement experiences. With a commitment to innovation and guest satisfaction, FEG partners with top brands and venues to create memorable experiences for families and guests of all ages. The Company provides turnkey outsourced facility management and arcade operations services for resorts, hotels, casinos, and amusement parks. Additionally, the Company owns and operates standalone family entertainment centers under the In The Game, Max Action, and Bonkers brands. The Company operates nearly 90 locations throughout the U.S. As part of the Revenue Management Systems department, the Technology Implementation and Support Specialist Level II is located in our corporate office in Itasca, Illinois. You will be responsible for handling incoming system support inquiries, and monitoring our systems for alerts and warnings about the health of IT systems and environment at all locations. This position is also responsible for monitoring of our system monitoring and alerting infrastructure. You will be responding to incoming employee requests to ensure that their questions and/or issues are answered in a timely manner. This includes receiving, assigning, prioritizing, documenting and actively resolving employee requests, and escalating incidents when considered appropriate and necessary to assign the correct party and maintain service level expectations. You will also be responsible for the implementation of the card system environment as we add and upgrade locations.

Requirements

5+ years of technical support experience with direct exposure to installations and fieldwork
Proven hands-on experience with: VMware and/or Hyper-V virtualization platforms, Network administration (switches, VLANs, routers, firewalls, DHCP/DNS), Windows Server and Active Directory environments, IT security tools and protocols (MFA, endpoint protection, firewalls)
Strong analytical and troubleshooting skills with an ability to work independently
Experience traveling for onsite technical implementations

Nice To Haves

Associate’s degree or higher in Information Technology or a related field
Advanced experience building, maintaining, and troubleshooting virtual environments using Hyper-V or VMware, including clustering, snapshot management, and performance tuning
Strong understanding of network design and architecture, including hands-on experience with VLANs, subnetting, trunking, VPNs, and multi-site WAN configurations
Familiarity with scripting and automation tools (PowerShell, batch, etc.)
Experience supporting multi-site operations in entertainment, retail, or hospitality industries
Exposure to backup systems, high availability configurations, and disaster recovery protocols
Familiarity with Card systems and Point-of-Sale platforms (e.g., Toast, Saoca, Embed, Intercard) is a plus

Responsibilities

Respond to technical support requests submitted via Help Desk tickets, phone, email, or onsite requests.
Lead the installation, setup, and support of technology infrastructure at new and existing locations, including servers, POS systems, switches, firewalls, and Wi-Fi equipment.
Deploy, maintain, and support: Virtualized environments (Hyper-V, VMware), Windows Servers and services (Active Directory, DNS, DHCP, Group Policy), Networking infrastructure (LAN/WAN, VLANs, firewalls, wireless access points), Revenue Management and Point-of-Sale systems.
Monitor system alerts, performance, and uptime using centralized monitoring tools.
Troubleshoot network connectivity, system crashes, or performance degradation.
Implement IT security measures, assist with endpoint protection, and patch vulnerabilities.
Support Google Workspace (G Suite) and internal platforms.
Collaborate with vendors, third-party providers, and internal teams during rollouts and escalations.
Create, maintain, and improve technical documentation and process guides, including system setup procedures, installation playbooks, support checklists, and knowledge base content.
Identify opportunities to streamline and standardize processes for recurring implementations and support workflows.
Maintain clear records of installations, configurations, and resolutions to ensure consistent practices across locations.