Tier 2 Help Desk Technician / IT Support Specialist Job at Dolly Partons Stampede Pigeon Forge, Pigeon Forge, TN

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  • Dolly Partons Stampede Pigeon Forge
  • Pigeon Forge, TN

Job Description

Job Summary

We're looking for a skilled Tier 2 Help Desk Technician to support our users and IT infrastructure. This role goes beyond basic troubleshooting and includes hands-on technical work such as network support, hardware installs, and structured cabling. The ideal candidate is comfortable working independently, enjoys solving problems, and isn't afraid to get their hands dirty in closets, ceilings, or server rooms.

Key Responsibilities

  • Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
  • Troubleshoot and resolve escalated hardware, software, and network issues
  • Support Windows and/or macOS environments (user accounts, permissions, updates, troubleshooting)
  • Install, terminate, and test network cabling (Ethernet, patch panels, wall jacks, racks)
  • Assist with network equipment installation and troubleshooting (switches, access points, firewalls)
  • Support and maintain wired and wireless networks
  • Work with Ubiquiti (UniFi) networking equipment (preferred, not required)
  • Document issues, resolutions, and procedures in the ticketing system
  • Assist with onboarding/offboarding of users (accounts, equipment, access)
  • Coordinate with Tier 1 support and escalate issues when appropriate
  • Perform occasional on-site support and after-hours work as needed

Required Qualifications

  • 2+ years of IT support or help desk experience (Tier 2 or equivalent)
  • Strong troubleshooting skills across hardware, software, and networking issues
  • Experience running and terminating network cable
  • Solid understanding of TCP/IP, DNS, DHCP, and basic switching concepts
  • Familiarity with Active Directory, Microsoft 365, or similar environments
  • Ability to lift equipment, work on ladders, and access tight spaces when running cable
  • Strong communication and customer service skills

Preferred (Nice to Have)

  • Experience with Ubiquiti / UniFi networking gear
  • Network+ or similar certification
  • Experience with ticketing systems and IT documentation
  • Exposure to VoIP systems or camera systems

Work Environment

  • Mix of desk-based support and hands-on technical work
  • Office, server room, and light construction-type environments (cable runs)
  • Occasional after-hours or weekend work may be required

What We're Looking For

  • Someone who can think through problems, not just follow scripts
  • Comfortable working independently and prioritizing tasks
  • A team player who communicates clearly and takes ownership of issues

Job Tags

Full time, Work at office,

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