Tier 2 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 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

• 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.