IT Support Technician - Dollywood Theme Park - Full Time Year Round
About The Position
At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a(n) IT Support Technician who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests. We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. The right IT Support Technician will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. This position exists is to provide first tier technical support for End User workstations, Point of Sale systems, phone systems, and networks across all Dollywood Parks and Resorts Properties. This includes software and hardware troubleshooting, user setups, account management, answering support tickets and phone calls to the service desk. Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.
Requirements
- High school diploma or equivalent required
- Minimum of one (1) year experience in a help desk/customer service role in fast paced, service-oriented environment
- Minimum of two (2) years of experience with PC and laptop repair, deployments, and general OS
- Basic Networking support
- Must already have CompTIA A+ and Network+ Certifications or be able to obtain within the first year of hire
- Must have demonstrated experience with the following: Windows Operating systems (client and server operating systems)
- MAC OS and apple IOS
- Firm grasp on networking concepts such as IP addressing, etc
- Experience with basic cisco routing and switching, Voice Over IP, Network + Certification, SQL/Access, and A+ Certification, preferred
- Basic knowledge in administering Active Directory and Microsoft Exchange
- Familiar with Ethernet cabling including Cat5 punch down and termination
- Valid Tennessee driver’s license and proof of insurance is required
- Must pass a background and credit check
- Must be at least 18 years of age
Nice To Haves
- Associates Degree in related field preferred
- Experience with basic cisco routing and switching, Voice Over IP, Network + Certification, SQL/Access, and A+ Certification, preferred
Responsibilities
- Provide first tier technical support for End User workstations, Point of Sale systems, phone systems, and networks across all Dollywood Parks and Resorts Properties
- Troubleshoot and support software applications, error messages, point of sale system issues, end user laptop and desktop systems
- Image Point of Sale and End User systems based on established procedures
- Escalate problems (when required) to a Service Desk Specialist or IT Leadership
- Maintain corporate security and confidentiality
- Triage and manage calls and service desk support tickets. Ensure that all calls for assistance and steps to resolve are documented for future reference by other IT Support Personnel
- Create and maintain documentation as needed
- Perform hands on support for End User and Point of Sale systems. This may include installing, configuring, and upgrading all relevant hardware and software
- Install anti-virus software and ensure virus definitions are up-to date
- Perform post-resolution follow-ups with Service Desk callers to ensure that all issues have been resolved
- Diagnose and resolve basic networking issues impacting end user and point of sale systems
- Install new network runs for use by end user and point of sale systems
- Provide remote assistance to End Users and Point of Sale systems as required
- Apply diagnostic utilities to aid in troubleshooting
- Available to provide “on call” support as scheduled
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
