Job Description

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

This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $20 - $22 an hour

Qualifications

• Minimum 6 months experience working with pc hardware, Help Desk Experience and/or Field Technical Support
• Knowledge of Windows 10
• Must occasionally lift, carry, pull, push, and/or move up to 25 pounds

Desired Characteristics

• Education/experience with Computer Science/Information Systems preferred
• Previous POS experience and/or Help Desk experience
• Knowledge of Omnico POS, Kronos and Gateway Ticketing System (Galaxy)
• Experience with Point of Sale Hardware (Posiflex Terminals, Dell Computers, Epson Thermal/Impact/Network printers, Zebra Printers, Boca Printers, UPS & Power Conditioner, Panasonic Toughpads , Mimo Machines)
• Strong technical and analytical skills
• Strong communication and organizational skills
• Show initiative to pursue opportunities
• A+ Certification

ADDITIONAL REQUIREMENTS:

• Must be willing to adhere to all Company COVID-19 workplace safety policies and protocols.

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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