Systems Analyst

GLOTECH, INC; Orlando (FL); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Gesundheitsversorgung

Zahnversicherung

Flexibles Arbeiten

Bildungsunterstützung

401(k) mit Arbeitgeberbeitrag

Job summary

Ein innovatives Unternehmen sucht einen Systems Analyst, der für die Dokumentation und Verwaltung von Vorfällen verantwortlich ist. In dieser spannenden Rolle werden Sie Teil eines engagierten Teams, das sich der Bereitstellung von exzellentem Kundenservice widmet und technische Probleme analysiert und löst. Sie haben die Möglichkeit, Ihre Fähigkeiten in einem dynamischen Umfeld weiterzuentwickeln, während Sie eng mit verschiedenen Abteilungen und Technologien zusammenarbeiten. Wenn Sie eine Leidenschaft für Technologie und Kundenservice haben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• BS-Abschluss in Informatik oder 3 Jahre Erfahrung im Service Desk.
• Positive Kundenservice-Ausrichtung in stressigen Szenarien.

Responsibilities

• Dokumentation von Vorfällen und Anfragen für die Unternehmenszentrale.
• Bereitstellung von professionellem Kundenservice und Problemlösungen.

Skills

Kundenservice

Fehlerbehebung

Microsoft SQL-Scripting

JIRA

Netzwerkkenntnisse

Education

BS-Abschluss in Informatik

Erfahrung im Service Desk

Tools

JIRA

Microsoft Server

Job description

Systems Analyst

Job Locations

US-FL-Orlando

Job ID

2025-1938

# of Openings

1

Category

Systems Administration

Overview

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).

Responsibilities

The Systems Analyst (Jr.) is responsible for receiving and documenting major incident and request management issues supporting the corporate office of United Parks & Resorts in Orlando, Florida. Responsibilities include monitoring SEA 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

Qualifications

• 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!

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