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# Tier 1 Service Desk Technician

- **Company:** GLOTECH, Inc.
- **Location:** Orlando, FL, United States
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** ASP.NET, Active Directory, JIRA, Monitoring of Systems, Identity and Access Management, Knowledge Management, Microsoft Office, Information Technology
- **Published:** September 5, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/75248572/1

## About the Role

* 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

## Description

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


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