At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a(n) IT Support Technician who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. The right IT Support Technician will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

This position exists is to provide first tier technical support for End User workstations, Point of Sale systems, phone systems, and networks across all Dollywood Parks and Resorts Properties. This includes software and hardware troubleshooting, user setups, account management, answering support tickets and phone calls to the service desk.

Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Essential Functions and Responsibilities

• Provide first tier technical support for End User workstations, Point of Sale systems, phone systems, and networks across all Dollywood Parks and Resorts Properties
• Troubleshoot and support software applications, error messages, point of sale system issues, end user laptop and desktop systems
• Image Point of Sale and End User systems based on established procedures
• Escalate problems (when required) to a Service Desk Specialist or IT Leadership
• Maintain corporate security and confidentiality
• Triage and manage calls and service desk support tickets. Ensure that all calls for assistance and steps to resolve are documented for future reference by other IT Support Personnel
• Create and maintain documentation as needed
• Perform hands on support for End User and Point of Sale systems. This may include installing, configuring, and upgrading all relevant hardware and software
• Install anti-virus software and ensure virus definitions are up-to date
• Perform post-resolution follow-ups with Service Desk callers to ensure that all issues have been resolved
• Diagnose and resolve basic networking issues impacting end user and point of sale systems
• Install new network runs for use by end user and point of sale systems
• Provide remote assistance to End Users and Point of Sale systems as required
• Apply diagnostic utilities to aid in troubleshooting
• Available to provide “on call” support as scheduled

Management reserves the right to change and/or add to these duties at any time

Education and Experience Required

• High school diploma or equivalent required, Associates Degree in related field preferred
• Minimum of one (1) year experience in a help desk/customer service role in fast paced, service-oriented environment
• Minimum of two (2) years of experience with PC and laptop repair, deployments, and general OS Basic Networking support
• Must already have CompTIA A+ and Network+ Certifications or be able to obtain within the first year of hire
• Must have demonstrated experience with the following:
  • Windows Operating systems (client and server operating systems)
  • MAC OS and apple IOS
• Firm grasp on networking concepts such as IP addressing, etc
• Experience with basic cisco routing and switching, Voice Over IP, Network + Certification, SQL/Access, and A+ Certification, preferred
• Basic knowledge in administering Active Directory and Microsoft Exchange
• Familiar with Ethernet cabling including Cat5 punch down and termination
• Valid Tennessee driver’s license and proof of insurance is required
• Must pass a background and credit check
• Must be at least 18 years of age

Knowledge, Skills, and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
• Must be self-motivated and disciplined
• Must be able to prioritize and complete work assignments on a timely basis
• Must maintain strict confidentiality and judgment regarding privileged information
• Must be committed to continuous improvement
• Must have professional appearance with good personal hygiene
• Must promote and support a “team” work environment by cooperating and helping co-workers
• Must be productive in a fast-paced environment
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
• Must possess excellent analytical skills
• Must be able to learn new processes and procedures
• Must be assertive, creative, energetic and resourceful
• Able to comprehend instructions and retain information
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests
• Able to be flexible to handle frequent changes in priorities
• Able to add, subtract, multiply and divide with accuracy
• Able to tolerate various temperatures while working indoors and outdoors
• Able to meet the physical demands of the job
• Must have manual dexterity necessary to complete all job duties
• Able to sit and/or stand for long/short periods
• Able to operate/drive a company vehicle with valid driver’s license and insurance
• Able to work outdoors
• Able to work continuously in a confined pace, in close quarters without distracting coworkers
• Able to lift / carry up to 50lbs
• Must be able to effectively communicate with fellow Guests and Hosts using approved communication methods

Physical and Cognitive Requirements

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs utilizing company’s safety guidelines for safe lifting
• Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs and uneven surfaces
• Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
• Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat. Employees may be required to work indoors and outdoors
• Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved methods

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.