Tier 2 Help Desk Technician / IT Support Specialist

Dolly Partons Stampede Pigeon Forge•Pigeon Forge, TN

15h•Onsite

About The Position

We're looking for a skilled Tier 2 Help Desk Technician to support our users and IT infrastructure. This role goes beyond basic troubleshooting and includes hands-on technical work such as network support, hardware installs, and structured cabling. The ideal candidate is comfortable working independently, enjoys solving problems, and isn't afraid to get their hands dirty in closets, ceilings, or server rooms.

Requirements

2+ years of IT support or help desk experience (Tier 2 or equivalent)
Strong troubleshooting skills across hardware, software, and networking issues
Experience running and terminating network cable
Solid understanding of TCP/IP, DNS, DHCP, and basic switching concepts
Familiarity with Active Directory, Microsoft 365, or similar environments
Ability to lift equipment, work on ladders, and access tight spaces when running cable
Strong communication and customer service skills

Nice To Haves

Experience with Ubiquiti / UniFi networking gear
Network+ or similar certification
Experience with ticketing systems and IT documentation
Exposure to VoIP systems or camera systems

Responsibilities

Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
Troubleshoot and resolve escalated hardware, software, and network issues
Support Windows and/or macOS environments (user accounts, permissions, updates, troubleshooting)
Install, terminate, and test network cabling (Ethernet, patch panels, wall jacks, racks)
Assist with network equipment installation and troubleshooting (switches, access points, firewalls)
Support and maintain wired and wireless networks
Work with Ubiquiti (UniFi) networking equipment (preferred, not required)
Document issues, resolutions, and procedures in the ticketing system
Assist with onboarding/offboarding of users (accounts, equipment, access)
Coordinate with Tier 1 support and escalate issues when appropriate
Perform occasional on-site support and after-hours work as needed