Help Desk Specialist

Hershey Entertainment & Resorts Careers • Hershey, PA

1d

About The Position

The Help Desk Support Specialist provides first-point-of-contact support to internal users through phone, email, self-service portal, and other contact channels. The role assists users with computing-device hardware and software needs, researches and analyzes each issue, and documents cases in the ITSM system so they can be appropriately resolved or escalated. The position also supports user account creation and access changes, maintains knowledge articles, and identifies opportunities to improve the user experience.

Requirements

• At least 1 year of related experience.
• Must be 18 years of age or older.
• Associate’s degree in Information Management, Information Systems, or Information Technology; relevant work experience may substitute for education, with 3 years specified.
• Skilled in Google Suite and Microsoft Office applications, including Excel and Word.
• Able to work with details on a daily basis for prolonged periods.
• Knowledge of Windows OS, MacOS, iOS, and Android operating systems.
• Willingness to adapt to an ever-changing environment.
• Professional, effective, and positive communication with users.
• Able to perform detailed work at close distances, regularly communicate detailed information by phone or in person, and perform repetitive wrist, hand, and finger movements.

Nice To Haves

• Relevant training or certifications such as ITIL, CompTIA A+, or other service center or service management training.

Responsibilities

• Remotely diagnose and troubleshoot user account problems, hardware issues, software problems and installations, and printing challenges.
• Follow, create, and maintain knowledge articles for end users and technical staff.
• Create and escalate trouble tickets to the appropriate IT team and ensure the correct Service Level Agreements are assigned.
• Document all cases in the ITSM system.
• Provide feedback on ways to increase efficiencies and ensure frictionless interactions with end users.
• Process and escalate user account creation and access changes.
• Adhere to company and departmental policies and procedures.
• Perform other duties as assigned.

Benefits

• Free Hersheypark admission.
• Discounts.
• Medical, dental, and vision coverage beginning the first day of the month after starting work.
• 401(k) contribution.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree