Level 1 IT Support Technician

Description Pyek 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 Responsibilities POS Systems & Promotions Serve as the primary day-to-day support resource for Point-of-Sale (POS) system operations across all park properties Manage configuration, troubleshooting, and maintenance of POS terminals and related hardware Assist in managing promotional items, pricing updates, and ticketing configurations within POS platforms Monitor POS system health and proactively identify issues before they impact park operations Coordinate closely with the Business Application Manager to ensure POS systems remain accurate, up to date, and operational Help Desk & Ticket Management Serve as a front-line resource for IT support requests submitted via the ticketing system Triage, prioritize, and resolve Level 1 support tickets in a timely manner; escalate complex issues as appropriate Document all support interactions, resolutions, and recurring issues thoroughly Participate in on-call rotation, including a minimum of two weekends per month, to ensure after-hours support coverage across properties Multi-Site IT Support Travel between park locations as needed to provide on-site technical support Support network infrastructure including connectivity troubleshooting and escalation Assist in maintaining hardware inventory, peripheral devices, and endpoint configurations User & Identity Management Assist with user account provisioning, deprovisioning, and access changes within Microsoft 365 and internal systems Support onboarding and offboarding processes, including device setup and access configuration Help maintain proper access controls and security policies in line with company standards Requirements Required Qualifications 1-3 years of experience in an IT support or helpdesk role Strong troubleshooting and analytical skills with a methodical approach to problem-solving Proficient in Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint Advanced proficiency in Microsoft Excel (formulas, formatting, data management) Excellent organizational skills with the ability to manage multiple priorities simultaneously Strong interpersonal and written communication skills Valid driver's license and reliable transportation for travel between park properties Ability to work a flexible schedule including evenings and weekends as part of the on-call rotation Preferred Qualifications Hands-on experience with Point-of-Sale systems in a hospitality, entertainment, or high-volume retail environment Familiarity with POS configuration, menu/product builds, payment processing, and end-of-day reconciliation workflows Experience supporting or transitioning between multiple POS platforms simultaneously Exposure to cashless payment systems, RFID card management, or wristband-based POS environments Experience with Microsoft 365 administration including user management, Exchange Online, and Teams Networking knowledge including experience with managed switches, access points, or platforms such as UniFi CompTIA A+, Network+, or equivalent industry certification Experience supporting multi-site or multi-brand organizations Work Environment & Schedule Full-time position, minimum 40 hours per week Hybrid work arrangement with required travel to Pyek Group waterpark properties Fast-paced, team-oriented environment that evolves with the operational needs of the parks Participation in a shared on-call rotation is required Seasonal peaks may require additional availability during summer months and park operating season Team Structure The 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.