Analyst II, Field Services - Universal Kids Resort

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Job Summary

Assists with both on-site and remote support, delivering comprehensive technology assistance across the Universal Kids Resort (UKR) park and hotel. This position is responsible for troubleshooting, testing, repairing, and servicing hardware and software systems critical to guest and operational experiences.

Provides technical support for a wide range of systems, including:

• Oracle Point-of-Sale (POS) and payment systems
• Support of hotel system such as Opera Cloud PMS
• Ticketing and turnstile solutions
• Digital signage and kiosks
• Kitchen display and table reservation systems
• Mobile ordering platforms (Android/iOS)
• Access control systems
• Time clocks
• Windows tablets and PCs
• Printers and IoT devices
• Basic network troubleshooting
• Tracks all incidents and requests through the enterprise ticketing system (SNOW)
  
  

Configures, deploys, maintains, and troubleshoots hardware and software across multiple environments. Collaborates with Technicians, Analysts, and Team Leads to ensure timely resolution of issues and optimal system performance. Provides technical assistance for all Universal Kids Resort events, ensuring operational readiness and guest satisfaction.

Job Responsibilities

• Provides advanced hardware troubleshooting and support. Installs, configures, diagnoses, and repairs technology related to UKR operations for both park and hotel including POS hardware used for ticketing, food, and retail, digital signage hardware, payment systems hardware, kiosks, turnstile hardware, attractions express hardware, biometric hardware, kitchen systems, mobile ordering hardware, access control systems, time clocks, Windows tablets, Android/IOS mobile hardware, Windows PC, printers, and IoT hardware.
• Provides advanced software support. Installs, configures, and troubleshoots Point-of-Sale (POS) software for retail, food, hotel, and ticketing business areas.
• Handles event and project hardware and software configuration, deployment and support of POS and related technologies for all special events, ensuring operational readiness and guest satisfaction.
• Performs basic network troubleshooting for both wired and wireless devices.
• Creates and tracks all incidents and requests through ServiceNow enterprise ticketing system. Follows all established Incident Response protocols in the event of a major outage or downtime.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.
  
  

Supervisory Responsibility

• Individual Contributor
  
  

Additional Information

• Carries out responsibilities in accordance with the organization's policies and applicable laws.
• Must be able to work a flexible and varying schedule based on business needs.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• 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.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.
  
  

Education

• Technical school is preferred. Associate degree (AA) is preferred.
  
  

Experience

• 2 years in Field Services or PC Support related field is required; or equivalent combination of education and experience.
• Experience in Cat5/Cat6 Low-voltage cabling and termination.
• Experience in Local Area Networking.
  
  

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Kids Resort via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

Universal Kids Resort. Here you can.

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE.

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