IT Systems Analyst

Catamount Ski Resort LLC•Great Barrington, MA

18h•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, and delivers approved improvements while providing 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 position resolves routine issues and makes approved configuration changes within assigned permissions. The designated IT leader approves technology purchases, vendor commitments, production changes and access exceptions. Department leaders validate business requirements and acceptance of changes; Facilities and qualified vendors retain responsibility for building infrastructure and specialist repairs. The role does not establish enterprise architecture, approve security exceptions or exercise employee disciplinary authority. The work is primarily onsite across resort offices and guest facilities, with occasional outdoor travel between locations. Some weekend, holiday and evening coverage is required according to a defined schedule. Any on-call rotation, response expectations and compensation will be documented before assignment. The employee must record all time worked, including remote troubleshooting and after-hours responses, under company timekeeping procedures. The role may be updated as business needs change and is not an employment contract. HR and the designated IT leader must confirm the employing entity, primary work location, reporting line, systems, schedule and applicable New York and Massachusetts requirements before posting.

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 clearly explain technical issues 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 meet the position's physical demands, with reasonable accommodation as applicable, and to perform equipment access or repair tasks only when training and safe access are provided.

Nice To Haves

A bachelor's degree.
Experience with reporting tools and relational data.
SQL, Microsoft Access, VBA or SAP Crystal Reports experience, if those tools are used in Catamount's confirmed environment.
Hospitality or resort systems experience.

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 and 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 equipment access and specialist work with Facilities and vendors.
Maintain system instructions, support procedures, asset records and troubleshooting guides; train employees and prepare coverage notes.
Follow approved access, patching, data-handling and security procedures; make account changes only after authorization, protect guest and employee information, and 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.