Tier 2 Service Desk Technician jobs in United States
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GLOTECH, Inc. · 3 months ago

Tier 2 Service Desk Technician

positionUS-FL-Orlando
timeFull-time
remoteOnsite
seniorityMid Level
date3+ years exp

GLOTECH, Inc. is a privately owned Information Technology firm serving military, federal, and commercial clients. The Tier 2 Service Desk Technician is responsible for managing incident and request issues, providing support for equipment failures, and mentoring Tier 1 personnel while ensuring exceptional customer service.

Information TechnologyInternetService Industry
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H1B Sponsor Likelynote

Responsibilities

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

Qualification

Active DirectoryService Desk OperationsMicrosoft SQL scriptingMicrosoft certificationsCustomer service

Required

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
Positive Customer service oriented in potentially high stress scenarios
Significant knowledge of Active Directory required
Must be available to cover On-call rotation one or two weeks a month
Must be available to work onsite in Orlando, FL as needed

Preferred

Microsoft certifications are a plus
Knowledge of Microsoft SQL scripting preferred
Experience working in a NOC and proactively monitoring software and hardware systems is a plus

Benefits

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)
Employee Assistance Programs
Annual Leave
Sick Leave
Holiday Pay
Educational Assistance
Certification /Training Reimbursement
401(k)-retirement savings contribution plan (with employer match)

Company

GLOTECH, Inc.

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GLOTECH, Inc., founded in 1995, is a privately and minority-owned company serving military, federal and commercial clients .
dateFounded in 1995
location
Rockville, Maryland, USA
people-size201-500 employees
web-link
http://www.glotech.net/

H1B Sponsorship

GLOTECH, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
2020 (1)

Funding

Current Stage
Growth Stage

Leadership Team

M
Mark Lee
President & Chief Executive Officer
Company data provided by crunchbase