Help Desk Support Specialist – ITSM & End-User Support

Hersheypark; Hershey (PA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Free Hersheypark admission

Employee discounts

Medical, Dental and Vision coverage

401K contribution / retirement savings

Paid time off

Job summary

Hershey Entertainment & Resorts is seeking a Help Desk Support Specialist to assist internal users across phone, email, and self-service channels. You will diagnose issues, document cases in the ITSM system, and escalate when needed.

The role offers full-time hours and benefits beginning promptly with eligibility. As the first point of contact, you will troubleshoot account, hardware, and software problems while maintaining knowledge articles and supporting a dynamic IT environment at Hershey,

Qualifications

• Minimum 1 year of related help desk experience.
• 18 years of age or older.
• Pre-Employment training such as ITIL, CompTIA A+ or similar is desirable.
• Relevant work experience can substitute for education (3 years).

Responsibilities

• Remotely diagnose and troubleshoot user account, hardware, software, and printing issues.
• Create, follow and update knowledge articles for end users and staff.
• Create and escalate trouble tickets and document all cases in the ITSM system.
• Provide feedback to improve efficiency and user experience.
• Handle user account creation and access changes and adhere to policies.
• Perform other duties as assigned.

Skills

Google Suite

Microsoft Office

Windows OS

MacOS

iOS

Android

Tools

ITSM system

Job description

Hershey Entertainment & Resorts is seeking a Help Desk Support Specialist to assist internal users across phone, email, and self-service channels. You will diagnose issues, document cases in the ITSM system, and escalate when needed.

The role offers full-time hours and benefits beginning promptly with eligibility. As the first point of contact, you will troubleshoot account, hardware, and software problems while maintaining knowledge articles and supporting a dynamic IT environment at Hershey,