IT Support Specialist

Alterra•Stratton, VT

20d•$24 - $33•Onsite

About The Position

The IT Support Specialist supports Stratton resort infrastructure systems in a tier 2/3 help-desk role. The position troubleshoots, repairs, maintains, and monitors hardware and software; responds to help-desk tickets and other support requests; prioritizes triage; and maintains documentation and inventory records. The role also supports servers, network equipment, VoIP, and other business-critical systems, working under the direction of the System Administrator and Senior IT Manager. The specialist provides responsive customer service to employees, managers, executives, vendors, and end users, and assists with training employees on complex information systems. The position works closely with the Senior IT Manager, Systems Administrator, and other OneIT Support Specialists, with regular reporting and communication with the IT Manager. This is a benefit-eligible, full-time, year-round hourly, non-exempt position. The stated compensation range is $24.00–$33.00 per hour, based on experience. Normal hours are five days a week, 8 a.m. to 5 p.m., though schedules may vary. The role requires flexibility, weekend and holiday coverage, occasional late-night maintenance shifts, and possible participation in a rotating on-call schedule. Most work is performed at Stratton Mountain, with occasional travel to other Eastern Alterra Mountain Company resorts. Work takes place in office and outdoor settings on a mountain campus. Duties may involve walking or hiking on uneven terrain with tools and equipment, including in challenging winter or summer weather. Physical demands include occasional lifting, carrying, or moving at least 20 pounds; frequent computer and office-equipment use; extended periods sitting, bending, reaching, and speaking; and occasional standing, walking, kneeling, pushing, and pulling. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

High school diploma or equivalent.
At least 1 year of experience working in a similar resort campus environment, or a degree in Information Systems or another related field is stated as an alternative.
Experience with desktop operating systems, including Microsoft Windows.
Knowledge of Microsoft operating systems and applications.
Valid driver’s license.
Advanced technical troubleshooting skills and willingness to take ownership of challenging technical problems.
Ability to read, comprehend, create, modify, and interpret technical documents.
Ability to prioritize tasks and work independently while collaborating with management on broader IT projects.
Ability to coordinate efforts with other staff and employees.
Ability to multitask, provide customer support, and work in a fast-paced, dynamic environment while learning new technologies.
Strong communication and teamwork skills, strategic thinking, initiative, and the ability to work autonomously as well as collaboratively.
Ability to work a flexible schedule, including weekends and holidays, occasional late-night shifts, and a possible rotating on-call schedule.
Ability to travel occasionally to other Eastern Alterra Mountain Company resorts.
Ability to meet the stated physical demands and work in office and outdoor mountain-campus environments, including challenging weather and uneven terrain.

Nice To Haves

Degree in Information Systems or another related field.
At least 1 year of experience installing and maintaining electronic equipment.
Experience installing, configuring, maintaining, or repairing digital mobile radios, phones, or other electronic equipment.
Basic experience with low-voltage Category cabling, such as Cat5e or Cat6, including installation, termination, and troubleshooting.
Experience supporting digital mobile radios or IoT devices.
Knowledge of and minimal experience with RFID gate technology, such as Axess.
Experience troubleshooting and maintaining VoIP telephony systems.
Experience maintaining local- and wide-area network hardware.
May be required to obtain a license or specific training for off-road vehicles or snow machines.

Responsibilities

Receive end-user help requests by telephone and work orders, respond courteously, and document relevant information.
Build rapport with help-desk customers and gather details about their problems.
Prioritize and schedule support requests, escalating issues to appropriately experienced staff when required.
Record, track, and document troubleshooting steps, decisions, actions, and resolutions in the FreshService ITSM tool.
Use diagnostic utilities and online software updates, drivers, knowledge bases, and FAQ resources to troubleshoot issues.
Learn the software and hardware used and supported by the organization.
Perform desktop-level fixes, including software installation and upgrades, file backups, and system and application configuration.
Test fixes, confirm problems are resolved, and follow up on requests after resolution.
Create help sheets and knowledge-base articles for end users.
Assist with server and network-equipment administration as directed by the System Administrator or Senior IT Manager.
Assist with VoIP system administration.
Improve existing programs by reviewing objectives and specifications, evaluating proposed changes, recommending changes, and making modifications.
Evaluate vendor-supplied software by studying user objectives and testing compatibility with existing hardware and programs.
Deploy hardware by setting it up and thoroughly testing it before it goes live for end users.
Train users, interpret instructions, and answer questions to maximize effective use of hardware and software.
Maintain historical records of hardware and software changes and revisions.
Protect confidential information and maintain client confidence.
Maintain professional and technical knowledge through workshops, publications, networks, and professional societies.
Ensure IT support resources are used effectively and that IT and business-critical systems and hardware are maintained and improved.
Work closely with the Senior IT Manager, Systems Administrator, and other OneIT Support Specialists; maintain ongoing communication with the IT Manager through weekly reports, one-on-ones, and scheduled meetings.
Interact positively with computer users, staff, managers, executives, and vendors, and assist and train employees on complex information systems topics.
Follow applicable Stratton Mountain and Alterra Mountain Company policies, procedures, laws, and health and sanitation codes.

Benefits

Alterra Mountain Company employee pass with free lift access and discounts at Alterra resorts.
Free or discounted multi-resort dependent season passes.
Free or discounted IKON pass.
Discounted golf and fitness center memberships.
Employee childcare rates and discounted seasonal programs.
Retail and food-and-beverage discounts.
Friends and family tickets.
Onsite medical clinic.
Medical, dental, vision, life, and disability insurance; EAP; HSAs; and FSAs.
401(k) plan with company match.
Discounted tuition plan.
Paid parental leave.
Paid sick time, FTO, and vacation.
Additional perks and benefits for year-round employees.