What are the responsibilities and job description for the Kennywood - Information Technology Technician position at Herschend Family Entertainment?
Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide.
While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating® . Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.
As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel 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.
This position works as a member of the Technology Solutions Group providing frontline, location-based IT support for end users and guests. This includes all front-of-house technology solutions and infrastructure support.We are currently looking for a:
Roles & Responsibilities:
- Work closely with the park management to provide support throughout the park including revenue systems, infrastructure, and IT operations.
- Support help desk with logging tickets, troubleshooting issues, and resolving problems.
- Analyze and test new hardware/software configurations.
- Configure and deploy new computers to end users.
- Diagnose and provide path to resolve various technical issues.
- Install, configure and troubleshoot various point of sale systems
- Build rapport with help desk customers.
- Record, track, and document help desk request problem-solving process including all successful and unsuccessful decisions made and actions taken to final resolution.
- Provide “Value Added” Customer Service, treating customers with respect, clear, polite communications, and courteous follow-up.
- Assist with technology troubleshooting thoughout the park including computers, infrastructure support and audiovisual needs
- Assist with corporate projects as needed.
- Manage vendor relationships for all technology items.
- Maintain corporate security and confidentiality.
- Other duties as assigned.
Essential Job Skills:
- Positive attitude with the ability to communicate in a professional and courteous manner.
- Strong understanding of and focus on safety and guest service.
- Ability to display and live our Lead with Love principles by being patient, kind, trusting, unselfish, truthful, forgiving, respectful, humble, and dedicated.
- Ability to prioritize and complete assignments in a timely manner.
- Ability to adapt and adjust to changes as needed.
- Ability to maintain a high standard of safety, guest service, efficiency, and cleanliness.
- Ability to consistently meet park and Herschend standards.
- Ability to learn new processes and procedures.
- Ability to work during property operating hours, including weekdays, weekends, holidays, and evenings.
Requirements:
- Themed attraction, hospitality, aquarium, zoo, or similar experience a plus.
- Minimum of one (1) year of experience in administering computer systems or equivalent educational program.
- Experience with implementing new technology systems a plus
- Proficiency in using Windows OS, and Microsoft Office products including Microsoft365
- Successful completion of pre-employment background check.
- Willingness to travel to other locations in Pittsburgh area as needed (less than 10% of hours)
Team member benefits:
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