IT Systems Analyst

Catamount Ski Resort•South Egremont, MA

1d•Onsite

About The Position

The IT Systems Analyst helps keep resort business systems reliable and enables employees to use technology effectively. The role analyzes workflows, supports applications and reporting, delivers approved improvements, and provides hands-on workstation and guest-connectivity support. The analyst works with resort departments and vendors according to the designated IT leader’s priorities and Bear Den technology standards. The analyst documents departmental needs, workflows, system issues, and proposed improvements; troubleshoots applications and data issues; and configures systems or develops approved reports, queries, and small automations within demonstrated skills and assigned access. Changes must be tested with users, documented, and approved before production release. The role also supports workstations, software, peripherals, connectivity, guest Wi-Fi, and approved connected devices, coordinating with Facilities and vendors when needed. The position maintains support procedures, asset records, troubleshooting guides, and coverage notes; trains employees; follows security and data-handling procedures; and escalates suspected security incidents. It communicates interruptions and recurring problems, recommends practical improvements, and follows resort safety and guest-service expectations. The position is primarily onsite across resort offices and guest facilities, with occasional outdoor travel between locations. Weekend, holiday, and evening coverage may occur according to a defined schedule. Work involves computer use, walking between facilities, bending, accessing equipment areas, and occasionally moving equipment weighing up to 25 pounds. Essential functions may be performed with reasonable accommodation. Equipment access or repair is limited to tasks for which training and safe access are provided.

Requirements

Three or more years of relevant application support, systems analysis, or combined IT support experience, with evidence of independent troubleshooting and successful user support.
Relevant degree, technical education, or equivalent practical experience; a bachelor's degree is helpful but not required when equivalent skills are demonstrated.
Ability to document requirements, investigate data discrepancies, test changes, and explain technical issues clearly to employees and vendors.
Working knowledge of Windows workstations, Microsoft 365 applications, basic networking and Wi-Fi troubleshooting, and secure handling of user access and information.
Strong organization, service judgment, and follow-through, with the ability to manage interruptions while completing scheduled work.
Ability to perform equipment access or repair tasks only when trained and provided safe access.

Nice To Haves

Experience with reporting tools and relational data.
SQL, Microsoft Access, VBA, and SAP Crystal Reports, if used in Catamount's confirmed environment; the designated IT leader will confirm which are essential before posting.
Hospitality or resort systems experience.
A bachelor's degree.

Responsibilities

Meet with departments to document business needs, current workflows, system issues, and proposed improvements.
Estimate effort, dependencies, and vendor needs for review by the designated IT leader.
Troubleshoot business applications and data issues, reproduce problems, identify causes, and coordinate fixes with vendors.
Configure systems and develop approved reports, queries, or small automations within demonstrated skills and assigned access.
Test proposed changes with users, document results, obtain required approval before production release, maintain rollback instructions, and communicate planned outages.
Provide employee support for workstations, software, peripherals, and connectivity.
Record requests, actions, and resolutions in the designated support system; prioritize guest-facing outages and escalate promptly.
Assist with guest Wi-Fi and approved connected devices in resort buildings and facilities, including energy-management systems where installed.
Coordinate with Facilities and vendors for equipment access and specialist work.
Maintain system instructions, support procedures, asset records, and troubleshooting guides.
Train employees and prepare coverage notes to share critical knowledge.
Follow approved access, patching, data-handling, and security procedures; support account changes only after authorization and protect guest and employee information.
Immediately escalate suspected security incidents.
Communicate service interruptions and recurring problems to the designated IT leader and affected departments.
Recommend practical improvements that reduce repeat failures and manual work.
Follow resort safety and guest-service expectations and perform related duties consistent with the position and training.
Record all time worked, including remote troubleshooting and after-hours responses, under company timekeeping procedures.