Help Desk Specialist

Hershey Entertainment & Resorts; Hershey (PA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Free Hersheypark admission

Employee discounts

Medical coverage

Dental coverage

Vision coverage

401K

Job summary

Hershey Entertainment & Resorts Company (HE&R) is seeking a Help Desk Support Specialist to provide internal user support via phone, email, and self-service channels. You will log and resolve incidents, document in ITSM, and escalate where needed while upholding service standards.

This full-time role offers benefits starting next month, including medical, dental, and vision coverage, 401(k) contributions, paid time off, and access to Hersheypark perks as an employee badge holder.

Qualifications

• 1 year of related IT support experience
• 18 years of age or older
• ITIL, CompTIA A+ or similar training desirable
• Associate’s degree in Information Management/IT
• 3 years of related work experience can substitute for education

Responsibilities

• Remotely diagnose and troubleshoot user account problems, hardware issues, software problems/installs and printing challenges.
• Create and maintain knowledge articles for end users and technical staff.
• Create and escalate trouble tickets and document in ITSM with proper SLAs.
• Provide feedback to improve efficiencies in end-user interactions.
• Process and elevate user account creation and access changes.
• Adhere to company and departmental policies and procedures.
• Perform other duties as assigned.

Skills

Google Suite

Microsoft Office

Windows OS

MacOS

iOS

Android

Detail-oriented

Communication

Education

Associate degree in IT

Tools

ITSM system

Job description

Hershey Entertainment & Resorts Company (HE&R) is an award-winning entertainment & hospitality organization with properties including: Hersheypark, The Hotel Hershey, Hershey Lodge, Giant Center, Restaurants, and more. Our team members share a common goal of upholding the legacy of our founder, Milton S. Hershey, while striving to live by our company's Core Values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others. Hershey Entertainment & Resorts is committed to cultivating diversity, equity, and inclusion in our workforce, marketplace, and community, and is proud to help fulfill the dream of our founder by providing value to Milton Hershey School.

The Help Desk Support Specialist is responsible for providing support to our internal users through various contact channels (Phone, Email, Self-Service Portal, etc). Users may require assistance with various computing devices for hardware and software needs. This position is the first point of contact with our users. Each call will be unique and require thorough research, analysis and documentation in our ITSM system so the call can be escalated appropriately or closed and documented.

As a Full-Time Team Member, you will enjoy sweet perks like FREE admission to Hersheypark, discounts, and more as soon as you receive your Employee ID! Your total compensation consists not only of the wage that you are paid, but also includes Medical, Dental, and Vision coverage beginning the first day of the next month after you begin working, 401K Contribution, paid time off, and so much more!

Job Duties (Items marked with an asterisk are essential functions of this position):

• Remotely diagnose and troubleshoot user account problems, hardware issues, software problems/installs and printing challenges.*
• Follow, create and maintain knowledge articles for both end users and technical staff to follow.*
• Create and elevate trouble tickets to the appropriate IT team and ensure proper Service Level Agreements are assigned. Document all cases in ITSM system.*
• Provide feedback on ways to increase efficiencies to ensure a frictionless interaction with our end users.*
• Process and elevate user account creation and access changes.*
• Adhere to company and departmental policies and procedures.*
• Perform other duties as assigned.

Qualifications:

• Minimum of 1 years of related experience.
• 18 years of age or older.
• Pre-Employment - Relevant training and certifications such as ITIL, CompTIA A+ or other service center or service management training is desirable.
• Associate’s degree - Information Management, Information Systems, Information Technology
• Relevant work experience can be substituted for education - 3 years

Knowledge, Skills, and Abilities:

• Skilled in the use of Google Suite and Microsoft Office applications, including Excel and Word.
• Proficient working with details on a daily basis for prolonged periods of time.
• Knowledgeable in Windows OS, MacOS, iOS and Android operating systems
• Willingness to adapt to an ever changing environment
• Represent the department in a professional manner through effective and positive communication with every user interaction.

Job Demands

While performing the duties of this job, the employee is required to:

• Finger Dexterity Constant (>67%)
• Hand/Eye Coordination Occasional (<33%)
• Sitting Constant (>67%)
• This job requires the visual ability to perform detailed work at close distances (computer screens, accounting ledgers, using measurement devices).
• This job regularly requires verbal communication of detailed information to others either by phone or in person.
• Substantial movements (motions) of the wrists, hands, and/or fingers (Repetitive motion).

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment & Resorts is an Equal Opportunity Employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.