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Help Desk Analyst

4 months ago

Kissimmee, United States TEKsystems Full time
Job DescriptionJob Description

Sea World Of Florida Llc

Description

TIER 1

The TIER 1 Service Desk technician is responsible for receiving and documenting initial incident and request management reports supporting SeaWorld Parks & Entertainment, 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.

PRINICPAL DUTIES/RESPONSIBILITES:
 Receive incident and requests reports from users.
 Create tracking tickets for all reports.
 Triage Level I trouble tickets; resolve or escalate to Level II as required.
 Monitor SEA systems for equipment failure, errors in performance and hardware failures in the absence of Technical Support Personnel
 Respond to program error messages by finding and correcting problems or terminating the program.
 Complete password reset requests for network and enterprise applications as requested.
 Complete basic network mapping and access control requests in accordance with SLAs.
 Provide desktop support for basic issues with PC’s, Windows, and Microsoft Office. Remote into user machines as required while providing assistance and support.
 Takes calls from users, diagnose problems, and recommend and/or implement solutions.
 Provide phone and email support to users in the areas of e-mail, standard Windows Operating system, desktop applications and applications developed and deployed by SeaWorld Parks and Entertainment.
 Serves as the point of contact for obtaining all needed details and troubleshooting hardware, software, PC, printer and application problems.
 Troubleshoot and attempt to resolve trouble tickets related to technical difficulties with hardware, software, and the network in accordance with established SLAs.
 Collaborate and interface with TIER 2 helpdesk technicians.
 Verify issue resolution on the customer’s behalf
 Verify with the customer that the issue has been resolved and update the ticketing system
 Able to work varying shifts in support of a 24x7 operation
 Actively contribute to ongoing process improvement
 Performs other duties or special projects as assigned

POSITION REQUIREMENTS:
 Vocational certifications or AS degree in computer science or related technical field preferred.
 Must have at least two years of experience working on a Help Desk / Service Desk
 Microsoft certifications a plus
 Positive Customer service oriented in potentially high stress scenarios.
 Basic knowledge of Active Directory is required.

 

Top Skills Details

•2+ years of Help desk/service desk experience
(specifically first call resolution experience in working at a service desk)
•Experience working with a ticketing system and creating tickets(they use ServiceNow as a ticketing system
•Basic knowledge of active directory(resetting passwords)

\*\*this is an on-site position. Schedule will be Wed-Sat or Sun-Wed 11am-10pm 4 day 10hr shifts. The first two weeks is typically training hours of Mon-Fri 8a-5p

 

Additional Information

The Service Desk Agent is responsible for receiving and documenting initial incident and request management issues supporting SeaWorld Parks & Entertainment, including Corporate and all park locations. Service Desk Agent responsibilities include initial communication with the user population via telephone or email, documenting the issue or request, conducting initial triage, escalating as required, meeting and exceeding end-user expectations at every opportunity. Provide basic desktop and application 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.