Tier 2 Service Desk Technician

2 months ago

Orlando, United States GLOTECH, Inc. Full time


Tier 2 Service Desk Technician

Job Locations

US-FL-Orlando

Job ID

2022-1735

# of Openings

1

Category

Help Desk

Overview

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.

GLOTECH is committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure and maintain a work/life balance. We provide 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), and Employee Assistance Programs. Additionally, we provide Annual Leave, Sick Leave, Holiday Pay, Educational Assistance, Certification /Training Reimbursement, and a 401(k)-retirement savings contribution plan (with employer match).

Responsibilities

This is a talent pipeline opening. We are building a network of qualified talent for general consideration of future full time or temporary Tier 2 Service Desk Technician job openings.

GLOTECH, Inc. is seeking a Tier 2 Service Desk Technician to join our team in Orlando, Florida. The TIER 2 Service Desk technician is responsible for receiving and documenting major incident and request management issues supporting United Parks & Resorts, including Corporate and all park locations. TIER 2 Service Desk technician responsibilities include monitoring SEA systems for equipment failure, errors in performance or hardware failures. TIER2 Service Desk Technician provides mentorship of TIER 1 personnel, communication 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, and escalating to TIER 3 as required in accordance with established Service Level Agreements.

Provide project support, configuration management, and application monitoring support as required. Participate in problem management operations. Provide 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. Some weekend and after hours support is to be expected.

  • Provide exceptional and professional customer service to our internal customers
  • Log all contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
  • Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
  • Show strong initiative, attention to detail and ability to interpret and resolve problems
  • Research and develop resolutions for problems that are presented, and when necessary escalate to the appropriate escalation partners or internal management or subject matter experts
  • Develop strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.
  • Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
  • Primary contributor and reviewer of knowledge base
  • Participates in the development and maintenance of Service Desk procedures and documentation
  • Participate in ongoing training for service desk operations
  • Lead and deliver on small or medium projects that may be assigned
  • Able to work varying shifts in support of a 24x7 operation
Qualifications
  • 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.
  • Microsoft certifications are a plus.
  • Positive Customer service oriented in potentially high stress scenarios.
  • Significant knowledge of Active Directory required.
  • Knowledge of Microsoft SQL scripting preferred.
  • Must be available to cover On-call rotation one or two weeks a month.
  • Experience working in a NOC and proactively monitoring software and hardware systems is a plus.
  • Must be available to work onsite in Orlando, FL as needed.

GLOTECH, Inc. is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

  • Service Desk Technician

    3 weeks ago

    Orlando, Florida, United States GLOTECH, Inc. Full time

    Tier 2 Service Desk TechnicianGLOTECH, Inc. is seeking a skilled and experienced Tier 2 Service Desk Technician to join our team in Orlando, Florida. As a key member of our Service Desk team, you will be responsible for providing exceptional customer service and technical support to our internal customers.Key Responsibilities:Receive and document major...

  • Tier 1 support

    2 months ago

    Orlando, United States TEKsystems Full time

    Job DescriptionJob DescriptionDuration6 Duration UnitMonth(s) Req Description DescriptionThis person will be receiving calls from physicians, nurses and staff. They will be supporting a wide variety of technology issues from info screen to the operation room. They can receive calls on pretty much any piece of technology at the hospitals and clinics. This...

  • Service Desk Associate

    3 weeks ago

    Orlando, Florida, United States Prestige Industries Full time

    About Prestige Placement ProfessionalsPrestige Placement Professionals is a nationwide workforce solutions provider committed to delivering premium services globally. Specializing in staffing solutions for technical roles, logistics, healthcare, and government contract staffing, Prestige offers outstanding customized solutions to both private enterprises and...

  • Tier II Help Desk

    2 months ago

    Orlando, United States Insight Global Healthcare Full time

    Job DescriptionJob DescriptionMust-havesHigh School Diploma/GED3-5 Years of IT support services expProficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshootingWorking knowledge of core Internet protocols including TCP/IP, DNS, FTP, etc.Experience with Microsoft Windows 2012R2, and...

  • IT Support Specialist

    3 weeks ago

    Orlando, Florida, United States Rollout Systems Full time

    Job SummaryWe are seeking a highly motivated and driven Help Desk Specialist to work Onsite supporting enterprise IT for our War-fighter customer. The ideal candidate will provide first-tier software, hardware, and printing technical assistance to computer users, answering questions or resolving computer problems for clients in person, via telephone, or...

  • Help Desk Technician

    3 weeks ago

    Orlando, Florida, United States Cole Engineering Services Full time

    Job Summary:Cole Engineering Services is seeking a skilled Help Desk Technician to provide technical support for the U.S. Army's Synthetic Training Environment (STE) program. The ideal candidate will have experience in hardware and software maintenance, simulation testing, and Help Desk management.Key Responsibilities:Provide technical support for simulation...

  • Help Desk Technician

    4 weeks ago

    Orlando, Florida, United States Loews Hotels Full time

    About the RoleWe are seeking a skilled Help Desk Technician to join our team at Loews Hotels. As a Help Desk Technician, you will be responsible for providing technical support to our team members and ensuring the smooth operation of our computer systems.Key ResponsibilitiesProvide technical support to team members via chat, email, phone, or in personResolve...

  • Help Desk Technician

    4 weeks ago

    Orlando, Florida, United States Loews Hotels Full time

    About the RoleWe are seeking a highly skilled Help Desk Technician to join our team at Loews Hotels at Universal Orlando. As a Help Desk Technician, you will be responsible for providing technical support to our team members and ensuring the smooth operation of our computer systems.Key Responsibilities:Provide technical support to team members via chat,...

  • Help Desk Technician

    3 weeks ago

    Orlando, Florida, United States Cole Engineering Services Full time

    Job Summary:Cole Engineering Services is seeking a skilled Help Desk Technician to provide technical support and maintenance services for the U.S. Army's Synthetic Training Environment (STE) program. The ideal candidate will have experience in operational or simulated military hardware maintenance and sustainment, as well as expertise in Microsoft Office...

  • Service Desk Specialist

    2 months ago

    Orlando, United States Mastech Digital Full time

    SERVICE DESK ANALYST The IT Service Desk Specialist is responsible for providing technical support and customer service within the service desk environment. This role includes a variety of tasks, such as managing user accounts, configuring laptops and desktop systems, supporting conference room technology, and overseeing inventory management. The specialist...

  • Service Desk Specialist

    1 month ago

    Orlando, United States Mastech Digital Full time

    SERVICE DESK ANALYST The IT Service Desk Specialist is responsible for providing technical support and customer service within the service desk environment. This role includes a variety of tasks, such as managing user accounts, configuring laptops and desktop systems, supporting conference room technology, and overseeing inventory management. The specialist...

  • Service Desk Analyst

    2 months ago

    Orlando, United States Mastech Digital Full time

    SERVICE DESK ANALYST The IT Service Desk Specialist is responsible for providing technical support and customer service within the service desk environment. This role includes a variety of tasks, such as managing user accounts, configuring laptops and desktop systems, supporting conference room technology, and overseeing inventory management. The specialist...

  • Service Desk Specialist

    4 weeks ago

    orlando, United States Mastech Digital Full time

    SERVICE DESK ANALYST The IT Service Desk Specialist is responsible for providing technical support and customer service within the service desk environment. This role includes a variety of tasks, such as managing user accounts, configuring laptops and desktop systems, supporting conference room technology, and overseeing inventory management. The specialist...

  • Helpdesk Technician 2

    3 weeks ago

    Orlando, Florida, United States Cole Engineering Services Full time

    Job Summary:Candidate will provide technical support and maintenance services for the Reconfigurable Virtual Collective Trainer (RVCT) program. This includes troubleshooting hardware and software issues, performing maintenance activities, and providing technical assistance to customers.Key Responsibilities:• Provide technical support and maintenance...

  • Help Desk Technician

    4 weeks ago

    Orlando, United States Cole Engineering Services Full time

    Company Overview: By Light Professional IT Services LLC readies warfighters and federal agencies with technology and systems engineered to connect, protect, and prepare individuals and teams for whatever comes next. Headquartered in McLean, VA, By Light supports defense, civilian, and commercial IT customers worldwide. Cole Engineering Services (CESI), a By...

  • Help Desk Specialist

    4 weeks ago

    Orlando, Florida, United States COLE ENGINEERING SERVICES INC Full time

    Job Title: Help Desk TechnicianCompany Overview:Cole Engineering Services, Inc. is a leading provider of modeling and simulation (M&S) training solutions to the Federal Government and industry. Our team is dedicated to delivering cutting-edge technology and systems to support warfighters and federal agencies.Position Overview:We are seeking a highly skilled...

  • Front Desk Hospitality Specialist

    3 weeks ago

    Orlando, Florida, United States Margaritaville Resort Orlando Full time

    Margaritaville Resort Orlando is seeking a Front Desk Agent to join our vibrant and laid-back hospitality team.Located in the heart of Orlando, our hotel captures the spirit of the Margaritaville lifestyle, offering an oasis of relaxation and fun for our guests.As a Front Desk Agent, you will have the chance to work in a dynamic and energetic environment,...

  • Multi Tiered Sys Support Coach

    1 month ago

    Orlando, United States EduServe LLC Full time

    Job DescriptionJOB PURPOSE Assists with the implementation of a systematic school-wide approach to tiered intervention within a multi-tiered system of supports (MTSS). Activities may include coordinating classroom intervention programs, providing curriculum and instructional support to teachers including effective intervention strategies, and implementing...

  • Multi Tiered Sys Support Coach

    6 months ago

    Orlando, United States Charter Schools USA Full time

    Job Description JOB PURPOSE Assists with the implementation of a systematic school-wide approach to tiered intervention within a multi-tiered system of supports (MTSS). Activities may include coordinating classroom intervention programs, providing curriculum and instructional support to teachers including effective intervention strategies, and...

  • Help Desk Technician

    4 weeks ago

    Orlando, Florida, United States Mastech Digital Full time

    Job SummaryMastech Digital is seeking a highly skilled Service Desk Specialist to join our team. As a key member of our IT support team, you will be responsible for providing technical assistance and support to our employees and customers.Key ResponsibilitiesHardware and Software Support: Install, configure, and troubleshoot personal computer systems,...