Employee Spotlight

Crystal Hess Uncategorized

Gage Eakins – Service Desk Lead

Q: What is your job title and how long have you been with the company?

A: I’m a Service Desk Lead and have worked at Glassen since 2023.

Q: What is it like working at Glassen?

A: Glassen is a close-knit group of enthusiastic people all working to ensure our customers have the best support experience possible. It is very rewarding to work daily to help people out, and it is always satisfying to make their day by fixing their problems.

Q: What do you like about the company culture?

A:  I really enjoy the flexible, team-oriented environment.

Q: What is your favorite part of the job?

A: My favorite part of the job is helping my fellow team members. In my role as an escalation point, I help my co-workers solve the more complex issues and/or issues that our team has never experienced before.

Q: What is unique about working at Glassen?

A: Glassen offers a unique close-knit culture. It really feels like our team all have a shared vision for supporting our customers. The company outings and lunches really allow the entire team to relax and get to know each other while also serving as an extra space to discuss current projects or issues.

Q: How would you summarize your job?

A: My primary responsibility is to handle our higher tier incidents and service requests that we receive at our helpdesk. I act as an escalation point for my fellow technicians when they encounter an issue that requires further research, or assistance with an issue that they are struggling with. Finally, I handle some management tasks such as conducting our internal helpdesk meetings and creating training materials and documentation to assist our technicians.

Q: What is something about you that not many people know?

A: I love to read and listen to Audiobooks.

Q: What is your favorite hobby?

A: I love to play Dungeons & Dragons with a private friend group on the weekends.

Q: Are you currently binge-watching any shows?

A: I am currently watching Foundation on Apple+.

Q: One thing you couldn’t live without?

A: Water, obviously! But I think I would have a really hard time living without computers. I really do spend a huge amount of time working on them, certainly too much time honestly.

Q: What is something we should know about you?

A: Since you asked about what I am binge-watching, why don’t I tell you about the video game that I am currently playing? I am currently playing Baldur’s Gate 3 and have over 200 hours in it so far.

Get to know the rest of the team!