JOB SUMMARY:

Responsible for ensuring the technology needs of the organization are met, including but not limited to the support for any PC, Mac, Mobile device and/or any new equipment to be announced. Duties include consulting with users, troubleshooting Tier 1 (basic) problems, implementing solutions, creating and following documentation and follow-up. Configures and deploys machines to end users and projects. Assists with special projects as required. Responsible for providing a high level of customer service to our internal team members as well as maintaining their own ticket queue and projects.

MAJOR RESPONSIBILITIES:

• Perform Tier 1 (basic) support for any PC, Mac or mobile device both on-site and remotely. Provide installation, restoration and support analysis including installation of specialized software for each team member. Use problem management and request-for-service systems to receive work assignments and input resolution of work assignments. Manage your individual ticket queue to keep resolution times down. Proactively find open and unassigned tickets from the team’s queue to work and assist the team as needed to maintain our Service Level Agreement and high expectation of customer focused support.
• Build, configure and repurpose new and existing machines to deploy to the field. This includes and is not limited to installing the latest approved OS, installing software including specialized Creative specific applications, configuring the machines for the end user, updating and maintaining accurate inventory in our asset management system and deploying the machines to the specified location either on or off site.
• Assist in the support of special projects and events during staging, testing, installing and after completion support while meeting our service level agreement. Project support must be balanced against daily responsibilities.
• Assists in any team member relocation effort and responsible for the disconnect, move, and reconnect of team members equipment related to the event. Also responsible for the collection of equipment asset tags and communication of that information to the Asset Team to ensure that our equipment database is accurate.
• Assist with the creation of documentation including How To, policy and procedural documentation to enhance the quality and speed of support we provide to the end users.
• 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.

EDUCATION:

• High school degree or GED is required.
• Bachelor’s degree is preferred.

EXPERIENCE:

• 2–5 years’ experience preferred in an Information Technology or Customer Service based role.
• Formal training in Information Technology or equivalent work experience a plus.

ADDITIONAL INFORMATION:

Job requires a person to travel to multiple Universal locations be on their feet for extended periods of time. Conditions vary from season to season as 90% of the work is field work on the spot and both on and off site. Heat, humidity, rain, wind, cold, pollen, a/c and varying temperatures are part of the conditions the job requires to complete tasks. Work areas range from bench, table, desk, counter, floor, portable stand and mobile carts. Very fast pace work environment and varies from area to area. Recognition of issues needs to be weighed against other completing issues. Typically, Creative IT is a Monday–Friday operation but can include weekend and night work on occasions to accommodate additional work, projects and department moves. Other duties will apply as assigned.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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