JOB SUMMARY:
Provides first and second level 24/7 support over the phone and via email for all Universal Orlando team members, as well as 3rd party vendors and remote users. Includes troubleshooting and resolving problems, generating and monitoring trouble tickets (via the incident management system), and serves as the single point of contact for all IT related issues. Performs daily scheduled Data Center procedures following documented processes to comply with audit controls. Responsibilities may include quarterly audit controls for SOX and PCI compliance, problem management and daily, weekly, and monthly reporting on service metrics.
MAJOR RESPONSIBILITIES:
Responsible for research, resolution and reporting of escalated issues and projects. Trains new team members and creates and maintains documented procedures as well as detailed communication of said processes to the team. Perform detailed analysis of undocumented issues in order to effectively document procedures for support team. Write, publish and maintain documentation in Service Desk knowledge base. Assists support staff by providing direction from management to maintain support levels.
Provides customer service as the primary interface between IT and the business. Creates, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software. Communicates and coordinates ticket escalations, updates and outages with IT. Communicates ticket descriptions, updates, ETA's, resolution explanations and outage notifications with the business.
Troubleshoots problems via phone and email concerning network, PC hardware and software including industry standard applications and UO custom applications. Resolves user permission issues on multiple systems including, but not limited to, ISeries, JDA, Windows, VPN and industry standard applications. Resolve issues including application errors, Outlook issues, POS problems and reprocessing.
Responsibilities could include creation and maintenance of ISeries and JDA accounts, quarterly SOX and PCI audit control processes and IT service level metrics from current phone and incident management systems.
• May be required to perform and administer 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.
** percentage varies based on business conditions
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
SCOPE:
Coordinating all IT related Service Desk and Data Center functions to ensure resolution, routing and delegation of tasks are being properly handled. Maintain confidentiality of sensitive information such as financial, personal data and future projects.
EDUCATION:
High school degree or GED is required.
Technical school is preferred.
Associate's degree (AA) is preferred.
Bachelor's degree is preferred.
Other: A+ & Net+ Certifications Preferred.
EXPERIENCE:
3-5 years previous Help Desk experience with PC hardware, software, knowledge of Microsoft operating systems and Microsoft Office is required.
A+ and Net+ certifications are preferred as well as iSeries and Computer Operations experience
or equivalent combination of education, experience or on the job training.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal Orlando Resort.Here you can.
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