Tier 2 Service Desk Technician

GLOTECH, Inc. • Orlando, FL

5d • Onsite

About The Position

GLOTECH, Inc. is seeking a Tier 2 Service Desk Technician to join their team in Orlando, Florida. This role is part of a talent pipeline for future full-time or temporary openings. The Tier 2 Service Desk Technician is responsible for managing and resolving major incident and request management issues for United Parks & Resorts, supporting both corporate and park locations. Key duties include monitoring systems for failures, providing mentorship to Tier 1 personnel, communicating with users, documenting issues in the service management system, performing Level II and some Level III triage, and escalating issues to Tier 3 as needed, all while adhering to Service Level Agreements. The position also involves project support, configuration management, application monitoring, problem management, desktop support, and Microsoft Office assistance. Additionally, responsibilities include network and enterprise monitoring, initiating appropriate responses, providing exceptional customer service, logging all contacts, troubleshooting application issues, researching and resolving problems, escalating issues efficiently, and acting as an escalation path and mentor for Level 1 analysts. The role also requires contributing to and reviewing the knowledge base, participating in the development of Service Desk procedures and documentation, and engaging in ongoing training. The technician may also lead small to medium projects and must be able to work varying shifts to support a 24x7 operation.

Requirements

• BS degree in computer science or related technical field OR a minimum of three years’ experience in a service desk or help desk environment in lieu of degree.
• Significant knowledge of Active Directory required.
• Must be available to cover On-call rotation one or two weeks a month.
• Must be available to work onsite in Orlando, FL as needed.

Nice To Haves

• Microsoft certifications are a plus.
• Knowledge of Microsoft SQL scripting preferred.
• Experience working in a NOC and proactively monitoring software and hardware systems is a plus.

Responsibilities

• Receiving and documenting major incident and request management issues supporting United Parks & Resorts, including Corporate and all park locations.
• Monitoring SEA systems for equipment failure, errors in performance or hardware failures.
• Providing mentorship of TIER 1 personnel.
• Communicating with the user population via telephone or email.
• Creating, adding to, or modifying the issue or request in the service management system.
• Conducting Level II and some Level III triage.
• Escalating to TIER 3 as required in accordance with established Service Level Agreements.
• Providing project support, configuration management, and application monitoring support as required.
• Participating in problem management operations.
• Providing desktop support and assistance with Microsoft Office products.
• Initiating appropriate responses for passive and active network and enterprise monitoring.
• Providing exceptional and professional customer service to internal customers.
• Logging all contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool.
• Troubleshooting, diagnosing and resolving application issues following standard operating procedures and using knowledge support tools.
• Researching and developing resolutions for problems presented, and when necessary escalating to appropriate escalation partners or internal management or subject matter experts.
• Developing strong relationships with client and escalation groups to ensure forwarded requests are completed in a timely and efficient manner.
• Providing an escalation path for Level 1 analysts and providing coaching and mentoring on issues that do not need to be escalated.
• Primary contributor and reviewer of knowledge base.
• Participating in the development and maintenance of Service Desk procedures and documentation.
• Participating in ongoing training for service desk operations.
• Leading and delivering on small or medium projects that may be assigned.
• Able to work varying shifts in support of a 24x7 operation.

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level