What are the responsibilities and job description for the IT Support Technician position at Herschend?
Herschend is the world’s largest family-owned themed attractions company, with 12,000 passionate hosts collectively entertaining 15 million families each year.
The heart of Herschend’s success has long been the world-renowned hospitality that’s rooted in our DNA. We call it Heartspitality®. It’s a unique culture that blends our ethos of Leading with Love and our purpose of Bringing Families Closer Together by Creating Memories Worth Repeating® to create real impact and joy that spreads through our hosts to our guests and out into our communities.
Herschend’s portfolio of more than two dozen beloved family entertainment brands across North America includes iconic award-winning destinations such as Dollywood® Parks & Resorts, Silver Dollar City® Company, Adventure Aquarium®, Callaway Resort & Gardens®, Kentucky Kingdom Theme & Water Park®, Newport Aquarium®, The Vancouver Aquarium® and Wild Adventures®. In addition to its premier themed attractions, Herschend is proud to steward the World-Famous Harlem Globetrotters® legacy and provide immersive content and experiences through our Herschend Entertainment Studios® and Pink Adventure Tours® brands.
As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.
POSITION SUMMARY
The IT Support Technician provides technical support and troubleshooting for computer systems, software, and networks across multiple properties. Responsibilities include answering help desk calls, logging service requests, resetting passwords, escalating issues, assisting with hardware and software setups, and supporting special projects. This role requires strong problem-solving abilities, effective communication skills, and a passion for technology.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provides technical support, incident and problem management to end users on the technology issues regarding computer operations and networks, including software support and administration, installation, setups, error messages, system status, and downtime procedures.
- Provide troubleshooting for mobile devices on the network including email, calendars and contacts.
- Troubleshoots and supports software applications and business processes. Troubleshoots and repairs new or existing hardware. Analyzes and tests new hardware/software configurations.
- Diagnosing and providing a path to resolving various technical issues through triaging initial phone calls with customers, escalating problems to IT Operations Director when appropriate via proper escalation procedures.
- Builds rapport with help desk customers; records, tracks and documents help desk request problem-solving process in the Sysaid Help Desk Software, including all successful and unsuccessful decisions made and actions taken through to final resolution.
- Provides “Value Added” Customer Service treating customers with respect.
- Maintains corporate security and confidentiality.
- Other duties as assigned.
EXPERIENCE & EDUCATION
- 4 Year college degree preferred or equivalent work experience in related field.
- Minimum of two years of experience in a Help Desk, customer service, or fast paced service-oriented environment.
- Minimum of two years of experience with PC and laptop repair, deployments, and general OS Basic Networking support.
SKILLS & QUALIFICATIONS
- Proficiency using Personal Computers, including MS/Windows OS, Microsoft Office products.
- Experience with Apple/Mac products a plus.
- Ability to learn new processes and procedures.
- Working knowledge of Analog and IP Phone technology a plus.
