IT Support Technician - PSC

ABOUT US

Herschend is the world’s largest family-held themed attractions company, with a portfolio of over 40 family entertainment brands across North America, including destinations, resorts, theme parks, water parks, immersive experiences, and content enjoyed by audiences worldwide. 

While each of our family brands offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our 22,000 passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. 

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feels 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. For more information, visit www.Herschend.com.  

POSITION SUMMARY

Herschend is seeking a passionate technology team member to join our IT Support team as an IT Support Technician. The primary function of this position is to provide technical support, incident and problem management to end users on technology issues regarding computer operations and networks at multiple properties and remote locations. This includes software support and administration, installations setups, error messages, system status and downtime procedures, etc. This position will assist with answering calls arriving at the Property Support Center Help Desk and accurately identify, prioritize and log the service requests within the established standards. The individual will diagnose problems by asking accurate, concise questions in a professional and timely manner, reset network passwords, manage crisis escalation, and dispatch calls to field technicians or other support groups as appropriate, analyze and test new hardware/software configurations, and assist in special projects as needed.

This is a Full Time Seasonal Position in our Property Support Center located in Peachtree Corners, Georgia, and reports to the Property Support Center IT Manager.

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 PSC IT Manager when appropriate via proper escalation procedures.
• Builds rapport with employees & contractors; records, tracks, and documents help desk request problem-solving process in HaloITSM, including all successful and unsuccessful decisions made and actions taken through to final resolution.
• Provide professional customer service
• Maintains corporate security and confidentiality.
• Maintains IT Equipment Inventory
• Other duties as assigned.

EXPERIENCE & EDUCATION

• High school diploma or GED required.
• 2 or 4 Year college degree preferred.
• Achieve A+ Certification within 90 days.

SKILLS & QUALIFICATIONS

• Experience with Windows 11
• Experience with Microsoft 365, Microsoft Exchange, Active Directory, TCP/IP, DHCP, DNS, and VPN
• Knowledge of Basic Networking
• Experience providing onsite and remote support in corporate environments
• Experience in a Help Desk, customer service, or fast paced service-oriented environment.
• Experience with PC and laptop repair, deployments, imaging, and general OS.
• Experience with Apple/Mac products
• Experience with HaloITSM is a plus.
• Experience with Beyond Trust is a plus.
• Experience with JAMF is a plus.
• Working knowledge of Analog and IP Phone technology a plus.
• Working knowledge of audio-visual system (sound, video, and lighting).