Tier 1 Service Desk Technician

Responsibilities

• Receive and document initial incident and request management reports supporting United Parks & Resorts, including Corporate and all park locations.
• Monitor SEA systems for equipment failure, errors in performance or hardware failures.
• Initial communication with the user population.
• Document the issue or request.
• Conduct initial Level 1 triage and resolution when possible.
• Escalate to TIER 2 as required in accordance with established Service Level Agreements.
• Provide basic desktop support and assistance with Microsoft Office products.
• Initiate and facilitate ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management.
• 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.

Qualifications

• 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.
• Must be available to work onsite in Orlando, FL as needed.

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.
• Education Assistance.
• Certification / Training Reimbursement.
• 401(k)-retirement savings contribution plan (with employer match).