IT Support Specialist

At Stratton, we are a team of people who work extremely hard and take our jobs very seriously, without forgetting how to laugh and have fun.  We choose people that display the talent and attitude that exemplify the high level of service our guests expect and deserve. Our vision is to be A BOLD MOUNTAIN COMMUNITY CULTIVATING EXTRAORDINARY EXPERIENCES. 

BESIDES GETTING PAID TO WORK AT AN INCREDIBLE RESORT, WHAT'S IN IT FOR YOU?

Stratton's team members are rewarded with job experience, opportunities for career advancement and some great lifestyle perks (eligibility based on employee type).

• Alterra Mountain Company Employee Pass - free lift access& discounts at Alterra resorts
• Free or discounted multi-resort dependent season passes
• Free or discounted IKON pass 
• Discounted golf & fitness center memberships
• Employee childcare rates & discounted seasonal programs
• Retail + F&B discounts
• Friends & family tickets
• Onsite medical clinic
• Medical, dental, vision, life,disability, EAP, HSAs, & FSAs
• 401(k) plan with company match
• Discounted tuition plan
• Paid parental leave
• Paid sick time, FTO, Vacation

Additional perks & benefits for year round employees

POSITION SUMMARY

IT Support Specialist is responsible for support of resort infrastructure systems. These responsibilities include troubleshooting, repairing, and maintaining hardware and Software, responding to specific help-desk tickets, prioritizing the triage, and responding to new and ongoing support requests.   Duties also include maintaining documentation and inventory reports, actively monitoring systems and issues, and responding appropriately.

The ideal candidate will be an exceptional technologist ready to support the day-to-day operations of the business in the capacity of a tier 2/3 helpdesk role, with a desire to explore more complex technologies in the realm of systems and resort infrastructure.

Excellent customer service skills are required to provide responsive service to fellow staff, outside vendors, and end users, ensuring that the department establishes and maintains cooperative working relationships. The ITSS-FT must be able to work under pressure and deadlines, carry out written and oral directions, and prioritize support requests to meet business objectives.

The ITSS-FT will follow all Stratton Mountain and Alterra Mountain Company policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

This is a benefit eligible, full-time year-round role. The compensation range for this position is $24 .00 - $33.00/hour, based on experience.

ESSENTIAL DUTIES

• Field incoming help requests from end users via both telephone and work orders in a courteous manner and ensuring pertinent information is documented.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems (when required) to the appropriately experienced staff.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution utilizing our FreshService ITSM tool.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform daily related duties consistent with the scope and intent of the position.
• Assist with the administration of servers and network equipment as directed by the System Administrator/SR. IT Manager.
• Assists with administration VoIP system.
• Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
• Deploys hardware into production by setting up and thoroughly testing before going live with the end user.
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains client confidence and protects operations by keeping information confidential.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Ensures that IT support resources are being effectively utilized, and that IT and business critical systems and hardware are maintained and improved on an ongoing basis. 
• The IT Support Specialist Field Tech is required to work closely with the Senior IT Manager, Systems Administrator, and other OneIT Support Specialists to ensure IT and business systems are working efficiently and is required to maintain ongoing communication with the IT Manager through weekly reports, one-on-one, and scheduled meetings as required.

• The IT Support Specialist Field Tech must interact positively with computer users, staff members, managers, executives and vendors.  This position is required to assist and train fellow employees in complex information systems topics.
• This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.
• Alterra Mountain Co. team members must read, understand, and abide by all procedures and guidelines defined by Alterra, Stratton Mountain Resort, the IT Director, and the IT Manager.  Compliance with “The Stratton Mountain Employee Handbook” and the Alterra policies, whenever representing their position, are mandatory.

EDUCATION & EXPERIENCE REQUIREMENTS

• High School diploma or equivalent required.       
• Degree in Information Systems desired or otherrelated field, or at least 1+ years of experience working in a similar resort campus environment.
• Prefer 1+ years of experience in the installation, maintenance of electronic equipment.
• Experience in the installation/configuration, maintenance, and repair of digital mobile radios, phones, other electronic equipment are a plus.
• Knowledge of Microsoft (OS/apps)

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• A valid Driver’s License is required. May also be required to obtain a license or specific training for off-road vehicles or snow machines.
• Advanced technical skills and ability to troubleshoot problems, as well as take ownership of more challenging technical problems.
• Strong abilities to read, comprehend, create, modify, and interpret technical documents.
• Ability to prioritize tasks and work independently, while closely collaborating with management on broader IT projects.
• Ability to coordinate efforts with other staff and employees.
• Experience with desktop operating systems including Microsoft Windows required.
• Basic Experience with low-voltage Category (Cat5e, Cat6 and so on) cabling, installation, termination, and troubleshooting is a plus·       
• Competencies in Strategic Thinking, Effective Communication Skills and Teamwork.
• Ambitious/Motivated Self-starter with the ability to complete work independently and within a team environment.
• Ability to multi-task multiple projects, provide support with a high level of Customer Service.
• Ability to learn new technologies to implement and support in a very fast paced, dynamic environment.
• Enthusiastic, committed, proactive and resourceful; can be counted on to get the job done.
• Able to work autonomously as well as being a good team player.
• The following skills are a plus:
• Experience Digital Mobile Radios IoT devices support Knowledge and minimal experience with RFID gate technology (Axess)
• Experience troubleshooting and maintaining telephony systems (VoIP).
• Experience maintaining local and wide area network hardware. 

TRAVEL REQUIREMENTS

• Most work is performed at Stratton Mountain.
• Due to the Regional setup of OneIT for the Eastern Region, you may have occasional travel to other eastern Alterra Mountain Company Resorts.  

PHYSICAL DEMANDS AND WORKING CONDITIONS 

The IT Support Specialist position is an hourly non-exempt position.  Normal work hours for this position are five days a week, 8am to 5pm.  Variations from the normal work hours may be scheduled by the Sr. IT Manager. Stratton Mountain Resort is a 24-hour operation and requires this position to be flexible in work schedules.  The position is often required to be staffed on weekends and holidays.  Occasional late night shifts will be required to perform maintenance and upgrades on critical systems during hours of low utilization. 

The IT Support Specialist may be required to participate in a rotating on-call schedule.

Office Environment and Outdoor Environment: 

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• We are located on a campus mountain environment so additional strenuous physical activity may include walking or hiking upon uneven, challenging terrain with tools and equipment. Working in the field during challenging weather conditions in Winter/Summer months.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

An Equal Opportunity Employer