IT Support Specialist

Stratton Mountain•Stratton, VT

18d•Onsite

About The Position

The IT Support Specialist supports Stratton Mountain Resort’s infrastructure and day-to-day business technology operations in a tier 2/3 help-desk capacity. The role troubleshoots, repairs, maintains, deploys, and documents hardware and software; responds to help-desk tickets and other support requests; monitors systems; and prioritizes work to meet business needs. It also assists with server, network, and VoIP administration under the direction of senior IT staff, and helps users make effective use of supported technology. The position works closely with the Senior IT Manager, Systems Administrator, and other OneIT Support Specialists, and requires ongoing communication with the IT Manager through reports and meetings. It is a benefit-eligible, full-time, year-round, hourly non-exempt position, based primarily at Stratton Mountain. Normal hours are five days per week, 8 a.m. to 5 p.m., with schedule flexibility, weekend and holiday coverage, occasional late-night maintenance work, and possible rotating on-call duty. Occasional travel to other Eastern Region Alterra resorts may be required. The compensation range is $24.00–$33.00 per hour, based on experience.

Requirements

High school diploma or equivalent.
At least one year of experience working in a similar resort campus environment, or a degree in Information Systems or a related field.
Valid driver’s license.
Experience with desktop operating systems, including Microsoft Windows.
Knowledge of Microsoft operating systems and applications.
Advanced technical troubleshooting skills and the ability to take ownership of challenging technical problems.
Ability to read, comprehend, create, modify, and interpret technical documents.
Ability to prioritize tasks, work independently, collaborate with management on broader IT projects, and coordinate with other staff.
Ability to support multiple projects and provide a high level of customer service in a fast-paced, dynamic environment.
Ability and motivation to learn new technologies and implement and support them.
Ability to work autonomously and as part of a team, with strong communication and teamwork skills.
Ability to work a flexible schedule, including weekends and holidays, occasional late-night shifts, and a possible rotating on-call schedule.
Ability to lift, carry, or otherwise move and position at least 20 pounds occasionally.
Manual dexterity and auditory and visual acuity to use computers, phones, mobile devices, and common office equipment.
Ability to sit, bend, reach, and speak for extended periods; and to stand, walk, kneel, push, and pull occasionally.
Ability to walk or hike on uneven, challenging mountain terrain with tools and equipment and work outdoors in challenging winter and summer weather.

Nice To Haves

At least one year of experience installing and maintaining electronic equipment.
Experience installing, configuring, maintaining, and repairing digital mobile radios, phones, or other electronic equipment.
Basic experience with low-voltage Category cabling, including Cat5e and Cat6 installation, termination, and troubleshooting.
Experience supporting digital mobile radios and IoT devices.
Knowledge of and minimal experience with RFID gate technology, such as Axess.
Experience troubleshooting and maintaining telephony systems, including VoIP.
Experience maintaining local and wide area network hardware.
Off-road vehicle or snow machine license or specific training, if required.

Responsibilities

Receive help requests by telephone and work orders, respond courteously, document relevant information, and elicit details from users.
Prioritize and schedule support requests, escalating issues to appropriately experienced staff when required.
Record, track, and document troubleshooting and resolution activity in the FreshService ITSM tool.
Use diagnostic utilities and online resources, including software updates, drivers, knowledge bases, and FAQs, to resolve problems.
Install and upgrade software, configure systems and applications, implement file backups, and perform other hands-on desktop support.
Test fixes and conduct post-resolution follow-ups.
Develop 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, and assist with VoIP system administration.
Evaluate vendor-supplied software for compatibility with existing hardware and programs, and improve existing programs through review, recommendations, and modifications.
Deploy hardware by setting it up and testing it thoroughly before release to end users.
Train users, interpret instructions, and answer questions to help maximize use of hardware and software.
Maintain historical documentation of hardware and software changes and revisions, and protect confidential information.
Help ensure IT support resources are effectively used and critical IT and business systems and hardware are maintained and improved.
Coordinate with the Senior IT Manager, Systems Administrator, other OneIT Support Specialists, users, staff, managers, executives, and vendors.
Assist and train fellow employees on complex information-systems topics.
Maintain professional and technical knowledge through workshops, publications, professional networks, and societies.
Perform related duties consistent with the position’s scope and intent, and follow applicable company policies, procedures, laws, and codes.

Benefits

Free lift access and discounts at Alterra resorts through the Alterra Mountain Company Employee Pass.
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 coverage.
Employee assistance program (EAP).
Health savings accounts (HSAs) and flexible spending accounts (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.