Analyst Ii, Client Technology Services – Universal Epic Universe

JOB SUMMARY:The Client Technology Services Analyst II is responsible for the advanced troubleshooting of problems concerning hardware, software, and LAN while utilizing work experience, knowledge, training, and documentation to stay within SLA. In this advanced role, the Analyst II will work with others on the team to resolve tickets and provide level II support to our business partners.MAJOR RESPONSIBILITIES:Assist users, assess systems malfunctions utilizing logical troubleshooting methodology and provide expedited long-term solutions for customer systems. Provide basic network analysis of issues, escalate and update incidents as per documented process and procedure.Perform PC and Point of Sale hardware installation, restoration, and support analysis, as well as testing and installing new software. Use problem management and request-for-service systems to receive work assignments and to input resolution of work assignments.Assist in the support of special projects and events during staging, testing, installation, and support while meeting organizational Service Level Agreement for events and projects. Provide dedicated support to normal business operations and revenue generating objectives.Follow documented process of inventory control and tracking of all hardware while providing updates regarding inventory needs. Testing returns merchandise authorization (RMA) and completing procedure for introduction back into production inventory.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:Technical school is preferred.EXPERIENCE:2+ years of basic technical support experience, with understanding or hands-on experience in software development.2+ years preferred in the Personal Computers and/or customer service-related area.Formal training in IT related applications or equivalent Military work experience; or equivalent combination of education and experience.Your talent, skills and experience will be rewarded with a competitive compensation package.Universal Orlando Resort.Here you can.Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2024 Universal Studios. All rights reserved. EOE