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 

• 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 

• 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 

• 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.