What are the responsibilities and job description for the Information Technology - Help Desk Intern position at Herschend?
For nearly six decades, Herschend Enterprises, a family of companies focused on family entertainment has operated with the purpose to bring families closer together by Creating Memories Worth Repeating®, and today is considered the largest family-owned themed attractions corporation.
More than 10,000 employees work daily to create wholesome, immersive entertainment experiences with soul and depth. Experiences for every generation of the family. Sometimes thrilling. Sometimes lighthearted. Always distinctive. Our award-winning theme parks, entertainment and attractions aim to inspire happiness and family bonding.
Herschend is an equal opportunity employer that strives to provide a workplace where every host, guest, and partner feels welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.
Herschend Enterprises is seeking a passionate Technology Intern to join our team in our mission of Creating Memories Worth Repeating® supporting our theme parks and attractions across the United States. The learning opportunities of this internship are providing technical support, incident and problem management to end users on technology issues regarding computer operations and networks at multiple properties. This includes software support and administration, installations setups, error messages, system status and downtime procedures, etc. This position will answer calls arriving at the Help Desk Support Center and accurately identify, prioritize and log the service requests within the established standards. The individual will diagnose problems by asking accurate, concise questions in a professional and timely manner, reset network passwords, manage crisis escalation, and dispatch calls to field technicians or other support groups as appropriate, analyze and test new hardware/software configurations, and assist in special projects as needed. It is imperative that this individual clearly understands his or her job responsibilities so to exceed customer expectations at every contact and represent the organization professionally. Individual will interface with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone.
This is a seasonal (6 months or less) internship in our Property Support Center located in Peachtree Corners, Georgia, and reports to the Director of IT Services.
Position Roles & Responsibilities
- Provides technical support, incident and problem management to end users on the technology issues regarding computer operations and networks, including software support and administration, installation, setups, error messages, system status, and downtime procedures.
- Provide troubleshooting for mobile devices on the network including email, calendars and contacts.
- Troubleshoots and supports software applications and business processes. Troubleshoots and repairs new or existing hardware. Analyzes and tests new hardware/software configurations.
- Diagnosing and providing a path to resolving various technical issues through triaging initial phone calls with customers, escalating problems to IT Operations Director when appropriate via proper escalation procedures.
- Builds rapport with help desk customers; records, tracks and documents help desk request problem-solving process in the Sysaid Help Desk Software, including all successful and unsuccessful decisions made and actions taken through to final resolution.
- Provides “Value Added” Customer Service treating customers with respect.
- Maintains corporate security and confidentiality.
- Other duties as assigned.
Skills
- Good customer service skills and the ability to work in a fast paced, service-oriented environment.
- Ability to learn new processes and procedures.
- Proficiency using Personal Computers, including MS/Windows OS, Microsoft Office products.
Experience
- Working towards a 2 or 4 Year degree in a related field.
- Working knowledge and hands-on experience with PC and laptop repair, deployments, and general OS Basic Networking support.
- Experience with Apple/Mac products a plus.
- Working knowledge of Analog and IP Phone technology a plus.
- Working knowledge of audio visual system (sound, video, and lighting)