IT Help Desk Technician; Year-Round

Silver Dollar City - IT Help Desk Technician (Year-Round)

Job Category
:
Information Technology

Requisition Number
: SILVE
009627

Posted :
May 18, 2026

Full-Time

Branson, MO 65616, USA

This is a Full
- Time Year-Round position. Resume is required with application.

Job Summary: The primary function of this position is to provide technical support, as well as incident and problem management, to end users on technology issues related to computer operations and networks. This includes software and hardware support, troubleshooting, and related tasks.

This position is responsible for answering incoming calls to the Help Desk Support Center and accurately identifying, prioritizing, and logging service requests within established standards. The individual will diagnose problems by asking clear and concise questions in a professional and timely manner; verify and reset network user passwords; manage crisis escalations; and dispatch calls to field technicians or other support groups as appropriate.

Additional responsibilities include analyzing and testing new hardware/software configurations and assisting with special projects as needed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Essential Duties and Responsibilities:

Provide technical support, incident management, and problem resolution to end users regarding computer operations and network issues, including software support, administration, installation, setup, error messages, system status, and downtime procedures.

Troubleshoot and support software applications and business processes. Troubleshoot and repair new or existing hardware. Analyze and test 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.

Build rapport with help desk customers; record, track, and document help desk request problem‑solving process in the HALO ticketing system.

Provide “Value Added” Customer Service treating customers with respect.

Maintain corporate security and confidentiality.

Required Skills/Abilities:

• 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 have or be able to obtain and maintain a Missouri Class E Driver's License or resident state equivalent
• Must pass a pre-employment drug test and a background check.
• 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.
• Proficiency in using personal computers, including M365 products.
• Basic knowledge of Networking 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.

Education and Experience:

• 4 Year College degree preferred or equivalent work experience in a related field.
• Minimum of two years of experience with PC and laptop repair, deployments, and general OS Basic Networking support.
• A+ Certification preferred.

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift and carry 40 pounds
• Must be able to work in confined spaces.
• Must be able to sit for long periods and stay logged in to Zoom phones to take incoming calls.

The Help Desk Technician will primarily work in a professional office environment characterized by:

• Standard office conditions with minimal noise, consistent indoor temperatures, and typical office equipment such as computers, phones, and printers
• A desk-based setting with frequent computer use, writing, and digital communication
• Regular…