Tier 1 Service Desk Technician

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).

This is a talent pipeline opening. We are building a network of qualified talent for general consideration of future full time or temporary TIER 1 Help Desk Technician job openings.

GLOTECH, Inc. is seeking TIER 1 Help Desk Technicians to join our team in Orlando, Florida. The TIER 1 Service Desk technician is responsible for receiving and documenting initial incident and request management reports supporting United Parks & Resorts , 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.

• Provide exceptional and professional customer service to our internal customers
• Log all contacts - calls, emails, web forms, chat sessions, or voicemails - into the ITSM Jira
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Initiate and facilitate the following ITIL processes:
  Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
• As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or application owner groups
• 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

• 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

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