Technology Support Specialist II

@ FAMILY ENTERTAINMENT GROUP LLC

Overview

Family Entertainment Group (FEG) is a leader in designing, developing, and operating family entertainment centers and amusement experiences. With nearly 90 locations across the U.S., FEG partners with top brands to deliver memorable experiences.

Position Summary

As a Technology Support Specialist II in the Revenue Management Systems department, based in Itasca, Illinois, you will manage incoming IT support inquiries, monitor systems for alerts, and maintain the health of IT systems and environments. You will also implement the card system environment during new location rollouts and upgrades.

Key Responsibilities

• Respond to technical support requests via Help Desk tickets, phone, email, or onsite.
• Lead installation, setup, and support of technology infrastructure including servers, POS systems, switches, firewalls, and Wi-Fi equipment.
• Deploy, maintain, and support virtualized environments (Hyper-V, VMware), Windows Servers, networking infrastructure, and revenue management systems.
• Monitor system alerts, performance, and uptime using centralized tools.
• Troubleshoot network connectivity, system crashes, and performance issues.
• Implement IT security measures and support Google Workspace and internal platforms.
• Collaborate with vendors and internal teams during system rollouts and escalations.
• Create and improve technical documentation and process guides.
• Travel up to 25% for onsite deployments, system upgrades, and support across multiple states.

Requirements

• 5+ years technical support with installation and fieldwork experience.
• Experience with VMware/Hyper-V, network administration, Windows Server, and IT security tools.
• Strong analytical and troubleshooting skills with the ability to work independently.
• Willingness to travel for onsite technical implementations.

Preferred Qualifications

• Associate’s degree or higher in Information Technology or a related field.
• Advanced experience with virtual environments, network design, and automation tools.
• Experience with multi-site operations and exposure to card systems and POS platforms.

Key Skills/Competency

Technology Support Specialist II, IT support, virtualization, network administration, Windows Server, IT security, monitoring, troubleshooting, technical documentation, onsite support.