Level 1 IT Support Technician

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.

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