IT - Service Desk Coordinator (3rd Shift)

Orlando, Florida
Not Specified
Oct 11, 2016
Dec 10, 2016
Universal Orlando® Resort is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who's serious about their work. A person who knows it doesn't take magic to put a smile on a guest's face... it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you're serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won't just be 'doing a job.' You'll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?

It takes a talented group of Team Members to run Universal Orlando, and we need a dedicated team to support the thousands of Team Members employed here. Service Desk Coordinators provide first-level support over the phone for all PC Users. Service Desk Coordinators also provide support and assist with computer operations including user printer support, permissions support, and application processing.

Service Desk Coordinators at Universal Orlando are responsible for:

  • Troubleshooting problems via phone and email concerning network, PC hardware and software including industry standard applications and Universal Orlando custom applications, cell phone, phone, voicemail, POS systems for foods, merchandise, and ticketing utilizing prior work experience, knowledge, and training.

  • Resolving user permission issues on multiple systems including, but not limited to, ISeries, JDA, Windows, VPN and industry standard applications.

  • Resolving issues including application errors, Outlook issues, POS problems, and networking and troubleshooting printer errors.

  • Providing customer service as the primary interface between IT and the business.

  • Creating, assigning, prioritizing, and following up on trouble tickets and requests using the incident management software.

  • Communicating and coordinating ticket escalations, updates, and outages with IT and providing updates and outage notifications with the business.

  • Performing daily and weekly scheduled procedures for Data Center operations including, but not limited to routine core systems maintenance, tape management, daily financial processing and reporting for foods, merchandise, and ticketing as well as ISeries maintenance and monitoring.

  • Understanding and actively participating in Environmental, Health & Safety responsibilities by following established Universal Orlando policies, procedures, training, and Team Member involvement activities.

  • Performing other duties as assigned.

To perform the role of a Service Desk Coordinator successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Consistent attendance is a job requirement.

  • High school degree or GED required. One to three years previous Help Desk experience with PC hardware, software, knowledge of Microsoft operating system, and Microsoft Office is required. A+ and Net+ certifications are preferred.

  • Required knowledge of desktop, network computer systems, Windows XP and Windows 7 operating systems, Active Directory and Microsoft Office 2003, 2007 and 2010.

  • Preferred knowledge of POS systems, VPN and ISeries.

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

  • Ability to write detailed correspondence.

  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

  • Ability to read and comprehend simple instructions, short correspondence, and memos.

  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

  • Ability to apply common sense understanding to carry out detailed and at times, involved written or oral instructions.

  • Ability to deal with problems involving a few concrete variables in standardized situations as well as problems that are undocumented and fairly complex as technology evolves and new systems implemented.

The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of the Service Desk Coordinator job.

  • Regularly (2/3 of the time or more) sit; talk; hearing audible alarms, voice commands with background noise; repetition-using an input device-a keyboard or mouse-in a steady manner; close vision with or without corrective lens. (clear vision at 20 inches or less); ability to maintain alertness and attentiveness up to 4 hours while working varying hours; ability to maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure).

  • Frequently (1/3 to 2/3 of the time) use color vision (ability to identify and distinguish colors).

  • Occasionally (1/3 of the time or less) stoop, kneel, crouch or crawl; reach, pull, push with hands and arms below head; repeating motions more than twice per minute; lifting up to 25 pounds with control; pushing up to 25 pounds with control; ability to work in varied light conditions including low or diminished lighting; ability to smell.

The work environment characteristics described below are representative of those an individual encounters while performing the essential functions of the Service Desk Coordinators job.

  • Regularly (2/3 of the time or more) be exposed to a loud noise levels (noise when raised conversation is needed).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you are interested in this position and you have what it takes to be a part of Universal Orlando, click on 'Apply Now'. If not, please check out our Job Search to explore other opportunities within our universe. We regret that due to the volume of responses only applicants of interest will be contacted.

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