Silver - IT Help Desk Technician; Year-Round

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

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

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.

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.
• Diagnose and provide 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.
• Excellent customer service skills.
• 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:

• 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.

Work Environment & Travel:

• 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 collaboration with team members in person and via virtual meetings
• Occasional driving required to assist users across other properties

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.
• 401(k) & Profit Sharing
  - The Profit Sharing and 401(k) Retirement Plan is available to hosts after they have been with the Company for 3 months (Monthly Plan Entry Dates)
• 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.
• Free Tuition – Earn your degree, debt-free. 100% free tuition starting day one of employment. Learn more at

Equal Opportunity Employer/ Disabled/ Veterans