Tier 2 Service Desk

Description: Position Summary: The Tier 2 Technician Sea Support will be responsible for Level II incident resolution and service request management to SeaWorld Parks & Entertainment, including Corporate and all park locations. The role will also complete IT enterprise application deployments, system configuration changes, and call/incident handling to include system and application monitoring. This position serves as an escalation point for the Tier 1 Technology Support team. Primary Responsibilities: • Provide Tier 2 support, resolution and onsite/remote troubleshooting of SEA workstations, applications, systems, and endpoints (registers/peripherals, desktops, laptops, printers, etc.) • Serves as technical lead providing in-depth troubleshooting, setting Service Desk technical standards and developing operational procedures to quickly identify and resolve issues. • Provides team onboarding, ongoing technical mentorship, trains new hires and serves as an escalation point for Level I support teams. • Completes application deployments and system configurations across SEA enterprise • Provides in-depth investigation of application/system errors to diagnose, triage and resolve escalated incidents impacting company IT Operations and collaborates with infrastructure, application and database teams to identify issue resolution and escalation. • Responsible for investigating, triaging, diagnosing, initiating, and hosting IT high severities/outages. Records all high severity activities and participates in root cause and analysis meetings to identify trending outages and permanent resolution. • Provides service desk and desktop support resolving issues related to hardware, software, PC (Windows/Office), printer, e-mail, VPN, network mapping, telephone, and enterprise application problems. Monitors SEA applications and enterprise systems for equipment failures and performance errors/ alerts. Investigates diagnosis, triages/resolve issues and escalates as required. Required Qualifications: • > 2.5 years’ dedicated hands-on experience in high call/high incident service desk or NOC environment • > 1 year of hands-on experience in Desktop Support and Software Support • Able to work varying shifts in support of a 24x7 operation • Able to work on-site in office environment • High level of motivation, initiative and responsibility • High level of customer service skills, and ability to fluctuate technical communication level to suit user's needs. • Demonstrated experience providing mentorship, technical guidance and training to Technical Support teams • Demonstrated experience deploying software/applications, completing system configurations and resolving installation issues. • Hands-on experience with Active Directory, SQL custom scripting; IIS configuration changes; restart of systems/applications; troubleshooting and resolving technical issues with operating systems, Microsoft Windows, Microsoft Office, network connectivity and server issues • Strong technical aptitude and ability to research and solve complex issues independently. Preferred Skills • Bachelor’s Degree in computer science or 5 years in related technical field • Microsoft Certifications and CompTIA A+ certifications • Working knowledge with Microsoft SCCM and Azure • Experience building, deploying and support of POS (Point of Sale) systems and hardware components Skills: Trouble, Tickets, active, directory, servicenow, help, desk, troubleshoot, sql, application support, help desk, service desk, software deployment, point of sale Top Skills Details: Trouble,Tickets,active,directory,servicenow,help,desk,troubleshoot,sql,application support,help desk,service desk,software deployment,point of sale Additional Skills & Qualifications: Good personality, pleasant, does not get frustrated easily and good emotional intelligence. Thinks through things instead of reacting. Example from IA of issues they see and what Tier 2 does with SQL: There is a list of queries, answering phone calls, do password resets, pass issues like why is easy pay not working, remove this email from the system so this user can relogin. Use web service studio to update barcodes, sometimes they have 5 years of passes, a lot of barcode separation like two people on the same account, they have prewritten scripts, simple select statements. Experience Level: Intermediate Level + For Contract and Contract to Hire positions: You must include the language below in all job postings. This language SHOULD NOT BE ALTERED IN ANY WAY . + Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: + Medical, dental & vision + Critical Illness, Accident, and Hospital + 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available + Life Insurance (Voluntary Life & AD&D for the employee and dependents) + Short and long-term disability + Health Spending Account (HSA) + Transportation benefits + Employee Assistance Program + Time Off/Leave (PTO, Vacation or Sick Leave) + For direct placements: You must include the client’s benefit information. + For any internal positions: You must include this link https://www.teksystems.com/en/careers/benefits . + For fully remote positions or jobs in Colorado: In addition to the pay and benefits requirements outlined above, the following additional information must be included in the job posting: + A posting close date added to the description. For example, “Posting close date August 30, 2024.” + A general description of any bonuses, commissions or other compensation offered for the position. Over the next few weeks, we will continue partnering with the Connected team to determine where we can implement automation and provide training prompts to guide you through the requirements. Additional resources about salary history and pay transparency can be found on the Allegis Group Employment Practices Compliance page on TEK Insider. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.