Dutch Wonderland IT Support Technician

Splish Splash Water Park; Lancaster (Lancaster County); On-site; USD 40,000 - 55,000; Full time

Job summary

Dutch Wonderland, part of the Herschend family entertainment group, is seeking an IT Support Technician to help set up and maintain networking systems across our park IT infrastructure and during festivals.

The ideal candidate will install and modify computer hardware and software, provide user support, and document IT processes while complying with PCI standards. Willingness to travel to domestic park locations up to 20% is required.

Qualifications

• 1–2 years IT Technician or Help Desk experience preferred.
• Equivalent work experience considered.
• Basic networking knowledge and troubleshooting skills required.
• POS setup/troubleshooting experience a plus.
• Fluent English; bilingual skills a plus.

Responsibilities

• Troubleshoot, maintain, repair, and install PCs, peripherals, networks, and communications equipment.
• Provide direct user support for software and hardware.
• Maintain IT documentation and PCI standards.
• Assist with installation, cabling, and configuration of workstation IT systems.
• Support IT for events and festival grounds.
• Communicate outages and updates to stakeholders.
• Travel to US park locations up to 20%.

Skills

IT support

Networking

Help desk

Hardware setup

POS setup

Customer service

Documentation

MS Office

Troubleshooting

Teamwork

Education

High school diploma or GED

Associate's or Bachelor's degree or IT certification

Tools

POS hardware

Office hardware

Networking equipment

Job description

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique,all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our 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 feel 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.

The IT Support Technician will assist with the set-up and maintenance of all networking systems for all Dutch Wonderland IT infrastructure, as well as provide IT support for special events. This position is responsible for the installation and modification to office and park computer hardware and software systems, while also providing technical advice and support to system users.

We are currently looking for a:

Dutch Wonderland IT Support Technician

Roles & Responsibilities:

• With minimal supervision, independently perform troubleshooting, maintenance, repair, and installation activities such as assembling and installing new personal computers, peripheral equipment, networks, and communications equipment
• Provide direct user support for all assigned users’ software and hardware needs.
• Support computer equipment or units of local area networks requiring use of standard interface protocols
• Assist with installation and cabling, user support, backups, and IT documentation
• Assist with configuration of various IT Systems (workstations) throughout the organization’s facilities and festival grounds
• Provide support to users relating to both hardware and software problems on their personal computers
• Perform preventive maintenance for computer, data communication, and/or peripheral equipment test and adjust to appropriate standards
• Fabricate cables for use in interfacing peripherals with computers, other peripherals, and networks
• Maintain computer network documentation and update computer maintenance manuals, as needed
• Fabricate cables for use in interfacing peripherals with computers, other peripherals, and networks
• Provide request status updates and/or project completion updates to leadership or end users, via voicemail, e-mail or in-person communication
• Communicate outages and estimated times for correction to internal (and sometimes external) IT stakeholders
• Assist with the take down, removal, and/or storage of workstations for festivals and events
• Maintain PCI standards and compliance with all applicable hardware/software
• All other duties assigned by leadership

Education and Experience:

• High School diploma, GED, or equivalent
• Associate’s degree, Bachelor’s degree, or technical certification in IT, Computer Science, or related discipline preferred Equivalent work experience will also be considered
• 1-2 years of work experience as an IT Technician or Support role preferred
• Previous IT Help Desk experience is a plus
• Previous POS Setup / Troubleshooting skills is a plus

Language:

Ability to read, write, and speak fluent English Spanish or other bilingual language skills are a plus.

Requirements:

• Must be at least 18 years of age to comply with PA Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Ability to frequently work hours that extend beyond 9 AM to 5 PM, particularly during the operating season
• Ability to frequently travel to domestic US park locations throughout the summer (Up to 20% expected travel)
• Must possess a valid driver’s license and a good driving record
• Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
• Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
• Must possess strong technical aptitude with a wide variety of hardware, software, and office equipment
• Ability to prioritize, triage, and successfully resolve IT issues and emergencies
• Must be proficient in Microsoft Office Products
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities
• Ability to follow direction, multi-task, and work as part of a team as well as independently

Physical Requirements:

• Ability to remain seated for extended periods of time, while using a computer
• Ability to stand, walk, and remain on feet for extended periods of time during the day
• Ability to frequently stoop, twist, kneel, bend, squat, or reach above shoulders
• Ability to carry, push, pull, lift, and hold objects weighing 50 pounds or more
• Ability to consistently use hands to grasp, control, move objects/tools

Working Conditions:

• This role will be based in an office setting with frequent exposure to all other indoor and outdoor park locations
• Subject to extended work hours to complete time-sensitive IT requests Working extra hours each week is typical, particularly during the park’s operating season
• Subject to working in cluttered or confined IT and server spaces
• Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
• Subject to frequent interruptions, constant repetitive motion, high noise levels, flashing lights, and heavily populated environments
• Frequent exposure to dust and chemical cleaning agents