Level 1 IT Support Technician

IT Support TechnicianPyek Group is a multi-brand hospitality organization operating a portfolio of waterpark properties across the United States. As the organization enters a period of significant growth, the complexity and scope of IT operations has expanded substantially. Pyek Group has recently implemented two new Point-of-Sale systems across its properties and, with continued organizational expansion on the horizon, will be onboarding an additional POS platform in the near future. Managing three separate POS ecosystems simultaneously — each with its own configuration, support requirements, and operational nuances — represents a meaningful increase in technical workload that necessitates dedicated support headcount.This is a fast-paced, dynamic role that will be instrumental in supporting our POS platforms and ongoing operational needs across an expanding portfolio. The ideal candidate is adaptable, detail-oriented, and comfortable working in an environment where priorities shift quickly. They will work closely with the Director of IT and Business Application Manager to keep systems running smoothly through a critical period of organizational change.Key ResponsibilitiesPOS Systems & PromotionsServe as the primary day-to-day support resource for Point-of-Sale (POS) system operations across all park propertiesManage configuration, troubleshooting, and maintenance of POS terminals and related hardwareAssist in managing promotional items, pricing updates, and ticketing configurations within POS platformsMonitor POS system health and proactively identify issues before they impact park operationsCoordinate closely with the Business Application Manager to ensure POS systems remain accurate, up to date, and operationalHelp Desk & Ticket ManagementServe as a front-line resource for IT support requests submitted via the ticketing systemTriage, prioritize, and resolve Level 1 support tickets in a timely manner; escalate complex issues as appropriateDocument all support interactions, resolutions, and recurring issues thoroughlyParticipate in on-call rotation, including a minimum of two weekends per month, to ensure after-hours support coverage across propertiesMulti-Site IT SupportTravel between park locations as needed to provide on-site technical supportSupport network infrastructure including connectivity troubleshooting and escalationAssist in maintaining hardware inventory, peripheral devices, and endpoint configurationsUser & Identity ManagementAssist with user account provisioning, deprovisioning, and access changes within Microsoft 365 and internal systemsSupport onboarding and offboarding processes, including device setup and access configurationHelp maintain proper access controls and security policies in line with company standardsRequirementsRequired Qualifications1-3 years of experience in an IT support or helpdesk roleStrong troubleshooting and analytical skills with a methodical approach to problem-solvingProficient in Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePointAdvanced proficiency in Microsoft Excel (formulas, formatting, data management)Excellent organizational skills with the ability to manage multiple priorities simultaneouslyStrong interpersonal and written communication skillsValid driver's license and reliable transportation for travel between park propertiesAbility to work a flexible schedule including evenings and weekends as part of the on-call rotationPreferred QualificationsHands-on experience with Point-of-Sale systems in a hospitality, entertainment, or high-volume retail environmentFamiliarity with POS configuration, menu/product builds, payment processing, and end-of-day reconciliation workflowsExperience supporting or transitioning between multiple POS platforms simultaneouslyExposure to cashless payment systems, RFID card management, or wristband-based POS environmentsExperience with Microsoft 365 administration including user management, Exchange Online, and TeamsNetworking knowledge including experience with managed switches, access points, or platforms such as UniFiCompTIA A+, Network+, or equivalent industry certificationExperience supporting multi-site or multi-brand organizationsWork Environment & ScheduleFull-time position, minimum 40 hours per weekHybrid work arrangement with required travel to Pyek Group waterpark propertiesFast-paced, team-oriented environment that evolves with the operational needs of the parksParticipation in a shared on-call rotation is requiredSeasonal peaks may require additional availability during summer months and park operating seasonTeam StructureThe Level 1 IT Support Technician will report directly to the Director of IT. Day-to-day task delegation may also come from our Business Application Manager, who oversees business application workflows and cross-property operational systems. This role is a key member of a small, collaborative IT team supporting all Pyek Group properties.