Analyst I, Client Technology Services

Universal Orlando•Orlando, FL

About The Position

The CTS Analyst I delivers frontline enterprise desktop support by installing, configuring, and troubleshooting hardware, software, and connectivity across varied work environments. This role marks the transition from task execution to diagnostic problem-solving. Analyst I team members contribute to CTS service excellence through personalized support, collaborative fieldwork, and consistent ticket management.

Requirements

1+ years in enterprise desktop support, IT operations, or a related field preferred.
Proven background in diagnosing technical issues across hardware, software, and networking environments.
Solid grasp of connectivity troubleshooting (Wi-Fi, VPN, peripherals)
Ability to operate independently and exercise sound judgment
ServiceNow navigation and queue hygiene awareness
Effective time management and prioritization skills
Clear, professional written and verbal communication
Eagerness to expand problem-solving capabilities and CTS toolset exposure

Nice To Haves

Experience with ITSM platforms (e.g., ServiceNow), enterprise imaging tools, and remote support technologies is desirable.
Associate’s degree in Information Technology, Computer Science, or a related technical field strongly preferred.
Industry certifications (CompTIA A+, Microsoft MCP, or similar) are highly valued and may substitute for formal education.
Relevant military technical training also considered.

Responsibilities

Install, configure, and restore desktop hardware and enterprise software across the organization.
Diagnose and resolve hardware/software issues, including Wi-Fi interruptions, VPN access errors, and peripheral faults. Escalate complex infrastructure problems in coordination with networking teams.
Provide technical support during CTS staging operations and live event deployments, ensuring minimal user disruption.
Track IT assets via inventory control processes, conduct RMA testing, and reintroduce cleared hardware into production.
Uphold CTS service standards by collaborating on queue hygiene, process improvement, and end-user satisfaction initiatives.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.