Service and Support Analyst - Simphony POS & GEMpay

Job Title:

Service and Support Analyst – Dining Services & Retail Systems

Location: South Florida

Core Capabilities (Non-Negotiable)

1. Configure and troubleshoot POS workstations onsite
• Understand full register setup (CPU, monitor, scale, scanner, cash drawer, printer, card reader, badge reader).
• Trace and correctly reconnect cables (serial/COM/peripherals).
• Replace or swap hardware cleanly without creating new issues.
2. Diagnose issues independently
• Identify root cause (hardware vs configuration vs transaction issue).
• Avoid unnecessary disassembly.
• Think logically through troubleshooting steps without needing a script.
3. Validate fixes end-to-end
• After any change, test:
• Sale transactions
• Credit card processing
• Badge/employee charges
• Peripheral functionality (drawer, scale, printer, etc.)
• Leave the site only when fully verified.
4. Execute inventory and documentation accurately
• Capture device models and serial numbers across locations.
• Maintain clean spreadsheets/matrices.
• Meet deadlines without hand-holding.
5. Handle real-world operational pressure
• Respond during peak times (open, close, lunch rush).
• Work in a 24/7 healthcare environment where downtime matters.
• Be comfortable being the only tech onsite.
6. Communicate clearly and proactively
• Explain what’s happening and what was done.
• Escalate early when stuck.
• Work effectively with an offsite support partner.
7. Be physically local and deployable
• Miami-based.
• Able to travel across hospital locations quickly.

Strongly Preferred

• The person must be able to walk into a hospital, fix a POS station correctly the first time, fully test it, document it, and leave without anyone needing to babysit them.
• Experience with Oracle/Micros POS or retail POS systems.
• Experience in healthcare or multi-site enterprise retail environments.
• Comfortable supporting seasonal setups, pop-up sales, kiosks, or new tech rollouts.