Silver Dollar City - IT Help Desk Technician (Year-Round)

Silver Dollar City Company • Branson, MO

1d • Hybrid

About The Position

The primary function of this position is to provide technical support, as well as incident and problem management, to end users on technology issues related to computer operations and networks. This includes software and hardware support, troubleshooting, and related tasks. This position is responsible for answering incoming calls to the Help Desk Support Center and accurately identifying, prioritizing, and logging service requests within established standards. The individual will diagnose problems by asking clear and concise questions in a professional and timely manner; verify and reset network user passwords; manage crisis escalations; and dispatch calls to field technicians or other support groups as appropriate. Additional responsibilities include analyzing and testing new hardware/software configurations and assisting with special projects as needed.

Requirements

• Must be able to think clearly and react quickly and calmly to stressful situations
• Must be able to work well with end-users, in situations that are sometimes stressful
• Must have or be able to obtain and maintain a Missouri Class E Driver's License or resident state equivalent
• Must pass a pre-employment drug test and a background check.
• Excellent customer service skills.
• Must be able to work near others without distracting them or being distracted by them.
• Must be able to maintain and adhere to basic standards of neatness and cleanliness.
• Proficiency in using personal computers, including M365 products.
• Proven ability to work independently and in a team environment.
• Must be able to manage multiple tasks simultaneously.
• Ability to learn new processes and procedures.

Nice To Haves

• Basic knowledge of Networking a plus.
• A+ Certification preferred.

Responsibilities

• Provide technical support, incident management, and problem resolution to end users regarding computer operations and network issues, including software support, administration, installation, setup, error messages, system status, and downtime procedures.
• Troubleshoot and support software applications and business processes.
• Troubleshoot and repair new or existing hardware.
• Analyze and test new hardware/software configurations.
• Diagnosing and providing a path to resolving various technical issues through triaging initial phone calls with customers, and escalating problems to the Help Desk Manager when appropriate via proper escalation procedures.
• Build rapport with help desk customers; record, track, and document help desk request problem-solving process in the HALO ticketing system.
• Provide “Value Added” Customer Service treating customers with respect.
• Maintain corporate security and confidentiality.

Benefits

• Free Admission - Free admission to Silver Dollar City Attractions and discounted admissions to Herschend Enterprises’ attractions and resorts across the US for you and your dependents.
• Exclusive Admission Discounts - Complimentary tickets & discounts on season passes for loved ones.
• Food & Merchandise Discounts - Discounts on dining, drinks and merchandise across Silver Dollar City Attractions.
• 401(k) & Profit Sharing - The Profit Sharing and 401(k) Retirement Plan is available to hosts after they have been with the Company for 3 months (Monthly Plan Entry Dates)
• Health Insurance - Affordable health plan options (co-pay, HSA, FSA) available to all full-time seasonal and year-round employees.
• Mary's Well House - Employee health center provides employees with basic office visits, x-rays and lab work for a co-pay, whether insured or not.
• Free Tuition – Earn your degree, debt-free. 100% free tuition starting day one of employment.

What This Job Offers

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