IT Support Specialist

Job Description

Job Description

Welcome to Lava Island

Lava Island is an indoor play oasis where kids fly across trampolines, dive into foam pits, race down slides, and disappear into towering jungle gyms while families share pizza and celebrate birthdays. It is loud, bright, and full of energy, and it is the kind of place where memories happen without warning.

What You’re Really Supporting

None of that runs on its own. The point of sale that rings up a birthday party, the waiver a parent signs on their phone in the parking lot, the cameras that keep an eye on the play floor, the network the whole park runs on, the laptops the HQ team lives in every day. When any of it breaks, guests notice.

You are the person our team members call first. What you fix is what keeps the parks open and the HQ team moving.

Why You’ll Love Working at Lava Island

• Hands-on impact from day one. What you do keeps parks running.
• Broad scope across help desk, desktop support, and application administration, with meaningful ownership as the second person on the IT team.
• Modern platform. Microsoft 365 and Microsoft Entra ID at the core, with a growing SaaS portfolio.
• Real room to grow the scope and depth of the role as the IT function builds out.
• Hybrid schedule. Three days in our Denver office, two flexible.
• A supportive culture grounded in trust, standards, and accountability.
• Competitive pay, overtime eligible, medical, dental, and vision, and employee perks.

What You’ll Do

You’ll work across three areas.

Help desk

• Take support requests through our ticketing platform and work them to resolution.
• Troubleshoot remotely with team members at parks across the country.
• Coordinate with vendors when issues need to be escalated.
• Contribute to our internal knowledge base.

Desktop support

• Set up and configure laptops and workstations for new team members.
• Manage hardware from procurement through deployment, tracking, and retirement.
• Troubleshoot peripherals and basic network issues at the endpoint level.

Application administration

• Administer user accounts and access permissions in the systems our parks rely on.
• Serve as first-line contact with software vendors.
• Provide SaaS administration support across our application portfolio, including Microsoft 365 and Microsoft Entra ID.

General

• Contribute to internal documentation and user-facing knowledge resources.
• Participate in IT project rollouts across HQ and parks.
• Provide occasional after-hours support when a park needs it.

Who We’re Looking For

• Customer-service mindset. You treat every ticket like a person, not just a problem.
• Curious troubleshooter. You work problems methodically and escalate cleanly when needed.
• Clear communicator. You explain technical issues to non-technical people without making them feel behind.
• Self-directed. You manage a queue and prioritize without needing over-the-shoulder direction.
• Broad shoulders. You are comfortable carrying meaningful scope and helping shape a function that is being built out.
• Steady under pressure. When a park is calling because something is down mid-shift, you keep your head.

What You’ll Need

• Four or more years in a help desk, desktop support, or IT support role, with meaningful exposure to SaaS or application administration.
• Working knowledge of Microsoft 365 and Microsoft Entra ID.
• Experience working in an IT ticketing platform.
• Strong written and verbal communication.
• Comfortable working independently to support locations that do not have on-site IT staff.
• Ability to pass a background check.
• Occasional after-hours availability for park incidents.

Nice to have

• CompTIA A+ certification.
• Microsoft 365 Fundamentals (MS-900) certification.
• Prior SaaS administration experience across a broader application portfolio.
• Experience supporting a multi-site environment.

A full job description can be shared and walked through with you during the process, so you have the complete picture before moving forward.

Ready to Keep the Parks Running?

If you want to help build out an IT function from the ground up, and you want the work you do to make it possible for families to have a great day at the park, we want to meet you. Apply today.