Tier 1 Service Desk Technician

GLOTECH, Inc.•Orlando, FL

5h•Onsite

About The Position

GLOTECH, Inc., founded in 1995, is a privately and minority-owned company serving military, federal and commercial clients. We are a successful Information Technology firm with a large staff currently providing superior information technology and advanced engineering services around the world. Our success is built on attracting and retaining quality staff through a highly competitive benefits package with a special focus on continuing career development and corporate financial support. We also maintain a collegial working environment and offer our staff opportunities to improve and enhance their skills. This is a talent pipeline opening. We are building a network of qualified talent for general consideration of future full time or temporary TIER 1 Help Desk Technician job openings. GLOTECH, Inc. is seeking TIER 1 Help Desk Technicians to join our team in Orlando, Florida. The TIER 1 Service Desk technician is responsible for receiving and documenting initial incident and request management reports supporting United Parks & Resorts, including Corporate and all park locations. TIER 1 Service Desk technician responsibilities include but are not limited to monitoring SEA systems for equipment failure, errors in performance or hardware failures, initial communication with the user population, documenting the issue or request, conducting initial Level 1 triage and resolution when possible, and escalating to TIER 2 as required in accordance with established Service Level Agreements. Provide basic desktop support and assistance with Microsoft Office products. Additional areas of responsibilities include both passive and active network and enterprise monitoring and initiating appropriate responses as required.

Requirements

At least two years of experience working on a Help Desk / Service Desk
Basic knowledge of Active Directory is required
Must be available to work onsite in Orlando, FL as needed

Nice To Haves

Vocational certifications or AS degree in computer science or related technical field preferred.
Microsoft certifications a plus
Positive Customer service oriented in potentially high stress scenarios

Responsibilities

Provide exceptional and professional customer service to our internal customers
Log all contacts - calls, emails, web forms, chat sessions, or voicemails - into the ITSM Jira
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or application owner groups
Collaborate effectively with other service desk team members
Participate in ongoing training for service desk operations
Work on projects or tasks assigned by leadership
Available to work any shift on a 24x7 operation
Monitoring SEA systems for equipment failure, errors in performance or hardware failures
Initial communication with the user population
Documenting the issue or request
Conducting initial Level 1 triage and resolution when possible
Escalating to TIER 2 as required in accordance with established Service Level Agreements
Provide basic desktop support and assistance with Microsoft Office products
Passive and active network and enterprise monitoring and initiating appropriate responses as required

Benefits

medical dental and vision care
disability insurance (short and long term)
Life & AD&D Insurance
Flexible Spending Accounts (Healthcare, Dependent Care and Commuter Transportation and Parking Reimbursement)
Employee Assistance Programs
Annual Leave
Sick Leave
Holiday Pay
Educational Assistance
Certification /Training Reimbursement
401(k)-retirement savings contribution plan (with employer match)