Family Entertainment Group (FEG) is the industry leader in game room and entertainment design, development, consultation, and operations. We partner with the nation’s top waterparks and entertainment facilities. We also own and operate our own brands including In The Game and Bonkers.

As part of the Revenue Management Systems department, the Technology Implementation and Support Specialist Level 2 is located in our corporate office in Itasca, Illinois.

You will be responsible for handling incoming system support inquiries, and monitoring our systems for alerts and warnings about the health of IT systems and environment at all locations. This position is also responsible for monitoring of our system monitoring and alerting infrastructure.

You will be responding to incoming employee requests to ensure that their questions and/or issues are answered in a timely manner. This includes receiving, assigning, prioritizing, documenting and actively resolving employee requests, and escalating incidents when considered appropriate and necessary to assign the correct party and maintain service level expectations.

Essential Duties and Responsibilities:

• Respond to incoming customer requests via Help Desk Tickets, phone, email and/or chat sessions, and walk-up inquiries. Assess and create tickets with the respective category.
• IT support relating to technical issues including Revenue Management Systems, Point of Sale, Server, Hardware, Software, Telephone, LAN and WAN. Responds to technical support requests and resolve issues when appropriate on a first-come, first-serve basis. Diagnose and resolve problems with LAN hardware and software
• Installs, maintains, relocates, and removes computer hardware devices including personal computers and peripheral devices including but not limited to Point of Sale, printers, scanners, and wireless access points.
• Installs, configures, supports and removes computer and server software.
• Travels to offsite locations to perform network and revenue management system installation, troubleshooting and upgrades.
• Support of G Suites products
• Independently troubleshoot and resolve more technically complex, mission-critical issues and prioritize with the customer.
• Provide clear documentation of issues and collaborate with third party service providers and other technical resources to resolve issues.
• Research and recommend possible automated approaches for system administration tasks.
• Escalate service requests appropriately to vendors or upper tiers
• Provides remote and onsite technical support to all operations within the company and offsite locations.
• Experience with VMWare, Active Directory, Microsoft Windows Server, Network Administration, Firewall, Back Up and Disaster Recovery, LAN, WAN and DNS preferred.
• Experience with Point of Sale software is a plus

For immediate consideration, please respond with your most current resume.

To learn more about Family Entertainment Group, visit our website at www.fegllc.com

Family Entertainment Group LLC is an E-Verify participating company. We are an Equal Opportunity Employer.

OUR VISION - is to bring family and friends together through the universal language of fun. Our success is measured in smiles.

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• On call
• Weekend availability

Ability to commute/relocate:

• Itasca, IL 60143: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• technical support: 5 years (Preferred)

Willingness to travel:

• 25% (Required)

Work Location: One location

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