Analyst I, Field Services

Universal Orlando • Orlando, FL

1d

About The Position

The Field Services Analyst I 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 Analyst I will be involved in troubleshooting, testing, repairing, and servicing our hardware and software at those locations. The Analyst is responsible for deployment and continued support of large events that take place at Universal Orlando, including configuring, preparing, and deploying. They will work with our “Domain-management” and “End-Point” management tools for software installation and configuration of the technology are serviced by our department. Basic network troubleshooting includes testing ports, repairing cables, and wall jacks, and or configuring network ports for our end point technology providing first-level support for our parks technology infrastructure.

Requirements

• High school degree or GED is required.
• 1+ year in Field Services or PC Support related field.
• Experience of Cat5/Cat6 Low-voltage cabling and termination
• Experience of Local Area Networking; or equivalent combination of education and experience.

Nice To Haves

• Technical school is preferred.
• Associate degree (AA) is preferred.
• Other: Military classes or equivalent training.
• Experience with setup and support of PC, MAC, and POS systems.
• Experience with Microsoft Windows 7 and above, 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.
• 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.

Responsibilities

• Tier 2 Hardware Support. Ability to install, configure, repair, and troubleshoot PC, POS, iOS, Kitchen devices, signage, IoT devices, workforce management/time management systems, payment devices, network port configurations, restaurant table reservation management systems, access control systems, and ticketing hardware.
• Infrastructure Support. Including network, troubleshooting data connections, installation, repair, and termination of low voltage data jack and cabling, performing wireless surveys, and port identification, IP Phone troubleshooting.
• Tier 2 Software Support. Ability to install, configure, and troubleshoot desktop, Point of Sale and IoT related software.
• Low-Voltage data cable work. Repair, terminate, replace as needed for POS, PC, and event locations.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED