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. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. The right IT Support Technician checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.
This position exists is to provide first tier technical support, incident and problem management to end users on technology issues regarding computer operations and networks. This includes software support and administration, installations setups, error messages, system status and downtime procedures, etc.
Additionally, the ideal candidate will be able 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.
Summary of Essential Functions and Responsibilities - Provide first tier technical support, incident and problem management to end users on the technology issues regarding computer operations including software support and administration, installation, setups, error messages, system status, and downtime procedures
- Troubleshoot and supports software applications and business processes, troubleshoots and repairs new or existing hardware
- Diagnose and provide a path to resolving various technical issues through triaging initial phone calls with customers, escalating problems to third level support when appropriate via proper escalation procedures
- Dispatch User Support Services or other support groups as appropriate
- Provide location support when request volumes are high
- Build rapport with help desk customers; escalate problems (when required) to Level III, or IT Manager, record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
- Provide "Value Added" Customer Service treating customers with respect
- Maintain corporate security and confidentiality
- Record, prioritize and manage all calls in Sysaid including documenting of resolutions for future reference with enough information as not to cause extra efforts by other support personnel
- 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 problem has been adequately resolved
- Perform post-resolution follow-ups with User Support Services resources
- Apply diagnostic utilities to aid in troubleshooting
- Available to provide "on call" support as scheduled
- Able to display and live out our Lead with Love principles by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed
- Able to hear, see and speak
- Able to speak, read and write English
- Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees
- Must have manual dexterity necessary to complete all job duties
- Able to sit and/or stand for long/short periods
- Able to maintain good personal hygiene
- Able to get along with other employees to work out problems and resolve conflicts (Able to work cooperatively with others)
- Able to comprehend instructions and retain information
- Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
- Able to tolerate a fast-paced, hectic environment
- Able to be flexible to handle frequent changes in priorities
- Able to prioritize tasks and complete assignments on time
- Able to operate/drive company vehicles
- Able to work outdoors
- Able to work continuously in a confined pace, in close quarters without distracting coworkers
- Able to add, subtract, multiply and divide
Education and Experience Required - High school diploma or equivalent required, Associates Degree in related field preferred
- 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
- Able to take and pass A+ and Network + within 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
Knowledge, Skills, and Abilities - Able to project Dollywood's image by being genuinely friendly and caring and by taking pride in their work
- Must be self-motivated and disciplined
- Must be able to prioritize and complete work assignments on a timely basis
- Must maintain strict confidentiality and judgment regarding privileged information
- Must display and live out our Lead with Love principles by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed
- Must be willing to constantly improve
- Must have professional appearance with good personal hygiene
- Must promote and support a "team" work environment by cooperating and helping co-workers
- Must adapt to changes easily
- Must tolerate a fast-paced, hectic environment
- Must show appreciation to others
- Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines
- Must possess excellent analytical skills
- Must be able to learn new processes and procedures
- Must be assertive, creative, energetic and resourceful
The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.