The primary function of this position is to provide technical support, and incident and problem management to end users on technology issues regarding computer operations and networks at multiple properties. This includes software support and administration, installation setups, error messages, system status, downtime procedures, etc.This position will answer calls arriving at the Help Desk Support Center 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. It is imperative that this individual clearly understands his or her job responsibilities to exceed customer expectations at every contact and represent the organization professionally. Individuals will interface with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone.Essential Duties and 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, and escalating problems to the Help Desk Manager when appropriate via proper escalation procedures.
- Dispatch field technicians at other properties or other support groups as appropriate.
- 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.
- Performs daily operational duties for AS400, LAN, JD Edwards, Ticketing, and POS systems.
Environmental Conditions:
- Must be able to lift and carry 40 pounds
- 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 be able to work in confined spaces.
- 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.
- Must be able to sit for long periods, and stay logged in to phones to take incoming calls.
Education, Skills, Knowledge, and Abilities Required:
- 4 Year College degree preferred or equivalent work experience in a 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.
- A+ Certification preferred.
- Must possess excellent analytical skills.
- Excellent customer service skills.
- Proficiency in using Personal Computers, including MS/Windows Office products.
- Basic Knowledge of AS400 a plus.
- 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.
- Assertive, creative, energetic and resourceful.
Personality/Attitude Requirements:
- Ability to apply sound judgment in decision-making using established guidelines.
- Be able to record, track, and document the 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.
- Document findings and instructions in the SysAid knowledge base for future reference.
- Demonstrates patience and sensitivity towards end-users and their needs
- Must have strong time management, communication, and organizational skills.
- Ability to determine the nature and severity of requests and to demonstrate a sense of urgency in providing resolution to those requests.
- Must be able to interact and communicate with employees at all levels of the company.
- Able to work various hours as required, including weekends, holidays or evenings.
- Apply diagnostic utilities to aid in troubleshooting.
- Create Active Directory Users and e-mail accounts on Exchange 2010 and provide permissions to shared network folders.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.
- Utilize resources such as FAQs, knowledge base, white papers, websites, and resolved ticket information and help tools to locate solutions to documented problems.
- Maintain working knowledge of all Help Desk-related policies, procedures, application installations, system configurations, current hardware, and basic network configuration practices through ongoing training and self-initiated research and study.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Install anti-virus software and ensure virus definitions are up-to-date; test fixes to ensure the problem has been adequately resolved.
- Handle iPhone, iPad, and Android-related issues, such as activation, email configuration, information transfer, and troubleshooting e-mail, contacts, and calendars.
- Provide training and assistance to other team members as required.
- All candidates must possess the ability to resolve all assigned Help Desk Tickets according to established metric guidelines and target goals.
- All candidates must possess the ability to efficiently resolve a high percentage of Help Desk requests via phone support.
Benefits Offered
- 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.
- 401K & Profit Sharing - Profit Sharing and 401(k) Retirement plans are available.
- 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.
See all of the benefits offered through Silver Dollar City at: Equal Opportunity Employer/ Disabled/ Veterans