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Computer Support Specialist (onsite)

Orlando, FL 32819

Posted: 12/28/2022 Job Number: 46196

Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.
  • Experience in a theme park technical support role.
  • Experience and knowledge of supporting networked computer systems, Windows 7 and above operating systems, Active Directory and Microsoft Office 2010 and above.
  • Knowledge of Point of Sale systems, VPN and AS400/ISeries is required.
  • Experience and knowledge of computer and computer related hardware devices. Including desktops, laptops, tablets, smartphones and point of sale devices.
  • Experience and knowledge using an industry standard Information Technology Service Management (ITSM) tool for logging issues and requests.
  • Strong customer/team interaction skills.
  • Good verbal and written communication skills.
  • Detail oriented.
  • Pleasant phone voice and demeanor.
  • Ability to multi-task in a fast paced office environment.
  • Professional Business communication and interpersonal skills.
LANGUAGE SKILLS: 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 team members of the organization.
MATHEMATICAL SKILLS: 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.
  • Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
  • Consistent attendance is a job requirement.
EDUCATION: High school degree or GED is required. Associate’s degree (AA) is preferred.
certifications or comparable is preferred.
  • 2+ years of experience in Customer Service or Retail service environment or equivalent combination of education and experience.
  • 1+ year’s previous Service Desk experience with PC hardware, software, Knowledge of Microsoft operating system and Microsoft Office is required.
  • 1+ years of experience in a theme park technical support role.
ON-THE-JOB TRAINING: Minimum of two weeks on the job training required.
ADDITIONAL INFORMATION: Works with 3rd party vendors, remote users and communicates with customers including, at times, executives. Solid written and verbal skills are a must.
Provides full first-level 24/7 support over the phone and email for all company team members as well as 3rd party vendors and remote users. Includes troubleshooting, escalating, and resolving problems, generating and monitoring trouble tickets (via the incident management system) and serves as the single point of contact for all technology related issues. Periodically participates in creation of knowledge articles. May be required to perform daily scheduled AS400 procedures following documented processes to comply with audit controls.
  • Provides customer service as the primary interface between Parks Technology and the business. Logs, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software. Communicates ticket updates, ETA’s, resolution explanations and outage notifications with the business. 40%
  • Resolves user permission issues on multiple systems including, but not limited to, ISeries, Windows, VPN and industry standard applications. Resolve issues including application errors, Outlook issues, and Point of Sale problems. Assist users that experience printing issues and escalate when necessary. 25%
  • Troubleshoot basic technical problems via phone and email concerning network, PC hardware and software including industry standard applications and UO custom applications, cell phone, desk phone, Point of Sale systems for foods, merchandise and ticketing utilizing prior work experience, knowledge and training. 20%
  • May be required to perform daily and weekly scheduled AS400 operations procedures including, but not limited to, tape management, daily financial processing and reporting for foods, merchandise and ticketing as well as ISeries maintenance and monitoring. 10%
  • Create and submit Knowledge Base articles for review which will be used to provide quicker customer support in future interactions. These articles may be technical and non-technical in nature 5%
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  • Perform other duties as assigned

Job Requirements

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