Universal Orlando Resort · 1 week ago
Analyst II, Field Services - Universal Kids Resort
Frisco, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expUniversal Orlando Resort is a leading entertainment destination, and they are seeking an Analyst II for Field Services at Universal Kids Resort. This role involves providing technical support and troubleshooting for various hardware and software systems critical to guest experiences and operational efficiency.
Entertainment
Responsibilities
Provides advanced hardware troubleshooting and support. Installs, configures, diagnoses, and repairs technology related to UKR operations for both park and hotel including POS hardware used for ticketing, food, and retail, digital signage hardware, payment systems hardware, kiosks, turnstile hardware, attractions express hardware, biometric hardware, kitchen systems, mobile ordering hardware, access control systems, time clocks, Windows tablets, Android/IOS mobile hardware, Windows PC, printers, and IoT hardware
Provides advanced software support. Installs, configures, and troubleshoots Point-of-Sale (POS) software for retail, food, hotel, and ticketing business areas
Handles event and project hardware and software configuration, deployment and support of POS and related technologies for all special events, ensuring operational readiness and guest satisfaction
Performs basic network troubleshooting for both wired and wireless devices
Creates and tracks all incidents and requests through ServiceNow enterprise ticketing system. Follows all established Incident Response protocols in the event of a major outage or downtime
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities
Perform other duties as assigned
Qualification
Required
Basic understanding of ITIL framework or service management practices
Basic understanding of Cat5/Cat6 Low-voltage cabling and termination
Basic understanding of Local Area Networking
Basic understanding of AV equipment for conferencing
Experience with setup and support of PC, MAC, and POS systems
Experience with Microsoft Windows, Active Directory, Microsoft Exchange, and Office products
Experience with setup and deployment of payment devices
Experience using an industry standard ITSM (IT Service Management) tool for incident and request management
Ability to work in a team environment
Good verbal and written communication skills
Strong customer service skills
Ability to multi-task in a fast-paced environment and effective time-management skills
Consistent attendance is a job requirement
2+ years in Field Services or PC Support related field is required; or equivalent combination of education and experience
Experience in Cat5/Cat6 Low-voltage cabling and termination
Experience in Local Area Networking
Preferred
Technical school is preferred
Associate degree (AA) is preferred
Company
Universal Orlando Resort
For years, we’ve been creating a legacy of unforgettable experiences for our Guests.
10001+ employees
H1B Sponsorship
Universal Orlando Resort has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (8)
2023 (5)
2022 (5)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Tracey Stockwell
CFO
Bobby B. Belzeski
Human Resources Business Partner
Company data provided by crunchbase