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Systems Analyst

2 months ago

Orlando, Florida, United States GLOTECH, Inc. Full time
{"title": "Job Description", "content": "Job Summary

GLOTECH, Inc. is seeking an experienced Systems Analyst to support the corporate office of United Parks & Resorts located in Orlando, FL. The successful candidate will be responsible for receiving and documenting major incident and request management issues supporting the corporate office.

Key Responsibilities
  • Monitor systems for equipment failure, errors in performance or hardware failures
  • Communicate with the user population via telephone or email
  • Create, add to, or modify the issue or request in the service management system, JIRA
  • Conduct triage and escalate as required
  • Provide exceptional and professional customer service to internal customers
  • Log all contacts into the appropriate ticketing tool
  • Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
  • Research and develop resolutions for problems 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 to ensure forwarded requests are completed in a 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 knowledgebase
  • Participate in the development and maintenance of procedures and documentation
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
  • Microsoft certifications are a plus
  • Positive customer service oriented in potentially high stress scenarios
  • 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
  • Basic knowledge of Microsoft Servers and enterprise networks - Learn as you grow
  • Must be available to work onsite in Orlando, FL

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

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