IT Support Technician I

Canyon Ranch • Lenox, MA

5d • Onsite

About The Position

The IT Support Technician I (Service Delivery & Client Services Technician I) is the on-property face of technology for colleagues, leaders, and — when called upon — our guests. Operating within a 24/7 luxury wellness hospitality environment, this role delivers polished, discreet, and timely frontline support that protects the seamless experience our guests expect. The Technician resolves day-to-day technology issues, supports the operational systems the property runs on, monitors local infrastructure, and surfaces risk before it reaches the guest. This role operates within a centralized shared services technology model. Enterprise applications, cloud platforms, infrastructure backbone, and cybersecurity functions are owned by corporate engineering, infrastructure, cloud, and security teams. The Level 1 Technician is the local extension of that model — the trusted on-site partner who keeps the property running and escalates with discipline when an issue exceeds the local scope.

Requirements

• High School Diploma or equivalent required.
• 2–4 years of IT support, help desk, or related technical support experience.
• Experience supporting desktops, mobile devices, and workplace technology in a fast-paced environment.
• Basic understanding of networking, endpoint management, and cloud-based collaboration tools.
• Strong troubleshooting, organization, and customer service skills.
• Excellent written and verbal communication skills with the ability to interact professionally with all levels of the organization.
• Ability to manage multiple priorities while maintaining attention to detail and professionalism.
• Commitment to continuous learning and staying current with evolving technology trends.

Responsibilities

• Provide first-level support for desktops, laptops, mobile devices, peripherals, and collaboration tools.
• Troubleshoot hardware, software, network, wireless, and remote-access issues, escalating when appropriate.
• Maintain accurate ticket documentation and communicate updates clearly and professionally.
• Deliver polished support for colleagues, leadership, VIPs, and guests.
• Support endpoint deployment and maintenance, including imaging, device setup, encryption, patching, and asset tracking.
• Assist with onboarding and offboarding activities in coordination with HR and leadership teams.
• Monitor and support operational technologies including conferencing systems, A/V, printers, POS/payment systems, digital signage, and guest technology platforms.
• Follow company security and compliance standards, including proper handling of confidential information and reporting security concerns.
• Coordinate with vendors and centralized IT teams to support infrastructure, cloud services, and enterprise applications.
• Contribute to process improvements, documentation, and ongoing knowledge sharing.
• Recognize and report potential security events, including phishing, suspicious access, lost or stolen devices, and physical security concerns within technology spaces.
• Demonstrate working familiarity with cloud-delivered services the property consumes, including identity, multi-factor authentication, conditional access, productivity, collaboration, and storage platforms.

Benefits

• Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide.
• Generous health plan including Health, Dental and Vision after 30 days of employment.
• 25 Days of personal and holiday time off (vacation, sick and holidays)
• Supplemental Health care options (including Accidental, Critical Illness and Hospital care)
• Employer-paid life insurance and Employee Assistance Program
• Paid Maternity leave
• A supportive, collaborative work environment with opportunities for professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED