Help Desk Specialist — IT Support & SLA Champion

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 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.