Technician POS

Universal Studios Hollywood (USH), the “Entertainment Capital of L.A.” and the world's largest working movie studio and theme park, is looking to fill a technician role in the Point of Sales area. This position serves as day-to-day functional support for the Universal Studios Hollywood Point of Sale (POS) Systems. The POS technician works in coordination with the POS Help Desk to support both POS software and hardware environments for the Food, Merchandise, Ticketing and Parking applications. Responsibilities First level support for the Food, Merchandise, Ticketing and Parking POS systems. Record incidents and service request tickets and their detailed resolution in Service Now. Perform remote and onsite troubleshooting through diagnostic techniques. Follow-up/update customer and Field Service Team with status regarding unresolved/resolved issues. Perform routine maintenance on PC's, Kiosk, Point of sale systems and peripherals. Inform unresolved issues to the next level of support or support teams. Assist with special projects, system upgrades, and special events (i.e., planning, staging, testing, installing and support). Engage in job shadowing/training for interns and new employees. Maintain accurate inventory for all changes in software and hardware. Technical documentation writing for support and troubleshooting. Monitor and respond to dispatch emails and unassigned Service Now tickets within 20 minutes. Communicate and interact with front line users and theme park guests. Have flexible schedule (including weekends, nights, and holidays). Other duties as assigned.