Support end users with hands-on IT troubleshooting, help desk incident handling, and computer and network support on-site in Branson, MO.

Provide technical support, incident management, and problem resolution for end users related to computer operations and network issues
Troubleshoot and support software applications and business processes
Handle software support including administration, installation, setup, error message review, system status updates, and downtime procedures
Troubleshoot and repair new or existing hardware
Analyze and test new hardware/software configurations
Triaging workflow: diagnose issues through initial phone calls, document findings, and escalate to the Help Desk Manager when appropriate using proper escalation procedures
Answer Help Desk calls and record, track, and document the problem-solving process in the HALO ticketing system
Dispatch support as appropriate
Provide “Value Added” Customer Service by treating customers with respect
Maintain corporate security and confidentiality

2+ years of experience in related support work (including PC and laptop repair and deployments)
Minimum experience with PC and laptop repair, deployments, and general OS basic networking support
Proficiency using personal computers, including M365 products
Basic knowledge of Networking is a plus
Excellent customer service skills
Ability to think clearly and react quickly and calmly in stressful situations
Ability to work well with end users, including in situations that can be stressful
Ability to work near others without distracting them or being distracted by them
Ability to maintain and adhere to basic standards of neatness and cleanliness
Proven ability to work independently and in a team environment
Ability to manage multiple tasks simultaneously
Ability to learn new processes and procedures
Education: 4-Year College degree preferred or equivalent work experience in a related field
A+ Certification preferred
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
Must 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 background check

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 with complimentary tickets and discounts on season passes for loved ones
Food and Merchandise Discounts across Silver Dollar City Attractions
401(k) & Profit Sharing: Profit Sharing and 401(k) available after 3 months (Monthly Plan Entry Dates)
Health Insurance with affordable options including co-pay, HSA, and FSA for eligible full-time seasonal and year-round employees
Mary’s Well House: employee health center provides basic office visits, x-rays, and lab work for a co-pay, whether insured or not
Free Tuition: 100% free tuition starting day one of employment

Standard office conditions with minimal noise, consistent indoor temperatures, and typical office equipment (computers, phones, printers)
Desk-based setting with frequent computer use, writing, and digital communication
Regular collaboration in person and via virtual meetings
Occasional driving required to assist users across other properties

IT Help Desk Technician

Job Description