IT Technician I

About the role

At SeaWorld, we're passionate about caring for animals. In fact, we've already rescued over 40,000 animals (and counting!). And we can save you from being stuck in just another job. Join us and help bring joy, excitement, and lasting memories to people from around the world. We're seeking enthusiastic, dedicated, and hard-working individuals to become our Ambassadors. Join us and play an important part on our incredible team!

Role Overview

Technician I serves as the primary point of contact for incoming tickets and first-line triage across all departments. Working within a probationary and training period, Technician I's develop foundational skills across Infrastructure, Telecom, Network, and Point of Sale systems while adhering to team SLAs and escalation procedures.

What You'll Do

• Troubleshoot and triage issues from the ground (Layer 1) level and escalate as necessary
• Pull from and manage a queue of Tier 1-level tickets; receive task assignments from QC/Training Senior Technician
• Document triage notes and resolution steps accurately within the ticketing system
• Adhere to team SLAs and follow established escalation procedures
• Participate actively in training led by Senior Technicians and Technician II's
• Perform service transition and service operation tasks according to ITIL methodology
• Assist with event setups, department moves, and new user network access setup
• Interact professionally with other departments and outside vendors

What It Takes to Succeed

• Willingness to learn and remain open to ongoing training and feedback
• Working knowledge of Windows, basic org structure, and ticketing systems
• Excellent written and verbal communication skills; comfortable speaking over a radio
• Ability to pass our internal Basics certification in all 4 departments during the training period
• Basic math and analog phone troubleshooting skills
• Able to lift up to 75 lbs. and push/pull up to 150 lbs.
• Able to climb ladders and work comfortably at heights up to 100 feet
• Comfortable working in all weather conditions, around fumes/dust/odor, and around animals
• Available for varying shifts including nights, weekends, holidays, and on-call rotation

Core Skill Areas

Infrastructure Basics

• Identify, terminate, and trace network cabling
• Perform basic power identification and cable management
• Apply proper labeling standards to all deployed equipment
• Identify and connect peripheral devices to displays and endpoints

Telecom Basics

• Sign into and operate desk phones and related telephony equipment
• Identify phone types, models, and hardware components
• Recognize standard telephony tones and use basic testing equipment

Network Basics

• Identify Power over Ethernet (PoE) devices, link states, ports, and switches
• Perform basic wireless connectivity troubleshooting
• Recognize common port error states and escalate appropriately
• Understand basic network segmentation concepts (view only)

Point of Sale Basics

• Sign in to and operate all point-of-sale system types
• Identify, connect, and test point of sale peripherals
• Deploy and identify registers and sales terminals
• Perform basic kiosk and entry system operations

General Basics

• Basic Windows knowledge and organizational structure awareness
• Escalation procedures and ticketing system/knowledge base navigation

Certification Requirements

• Progress towards Internal Basics certification in all 4 departments (Infrastructure, Telecom, Networking, POS)

Rate of Pay: $20.00/hour

The perks of the position

Ambassadors will enjoy a fun, fast-paced environment, and great teammates, as well as:

• FREE park admission
• Discounts on park admission tickets and passes for family and friends
• Park discounts on food, merchandise, etc.
• Scholarship opportunities
• Exclusive employee events and giveaways