Systems Analyst

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).

GLOTECH, Inc. is seeking an experienced Systems Analyst (Jr.) to support the corporate office of United Parks & Resorts located in Orlando, FL. The Systems Analyst is responsible for receiving and documenting major incident and request management issues supporting the corporate office.  Responsibilities include monitoring systems for equipment failure, errors in performance or hardware failures, communication with the user population via telephone or email, creating, adding to, or modifying the issue or request in the service management system, JIRA, conducting triage, and escalating as required.  Some weekend and after hours support may be required.

• Become in tune with technologies supported across all parks!
• 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 knowledgebase
• Participates in the development and maintenance of procedures and documentation

• 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.