Senior Specialist - IT Support

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.

Stratton's team members are rewarded with job experience, opportunities for career advancement and some great lifestyle perks for our team members including:

• Stratton season pass for all employees
• Free or discounted (depending on classification) season pass for dependents - this includes spouse & children under 26 years old
• Alterra Mountain Company Pass for free lift access for the employee & dependents at all AMC locations
• Unlimited introduction letters for 50% off day tickets at IKON partner resorts
• Discounted golf or fitness center memberships
• Retail and Food and Beverage discounts
• 12 - $25 lift tickets for your friend & family guests
• Onsite medical clinic
• 401(k) with company match
• Company paid sick time
• Medical, Dental, Vision, Life, Pet & Legal Insurance

The Sr. IT Support Specialist is responsible for front-line support of systems and users, providing friendly and timely service. These responsibilities include troubleshooting, repairing, and maintaining hardware and software, answering the help-desk phone, responding to help-desk tickets, and prioritizing the triage and response to new and ongoing support requests. Duties also include the upkeep of documentation and inventory reports, as well as 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 network administration.

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 Sr. ITSS must be able to work under pressure and deadlines, carry out written and oral directions, and prioritize support requests to meet business objectives.

The Sr. ITSS will follow all Stratton Mountain and AMC policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

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 problem has 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/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.
• Places software into production by loading software into computer, such as Office-365.
• 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 system capability by testing computer components.
• 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 is required to work closely with the 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 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 other related field, or at least 1+ years of experience working in a similar environment
• Prefer 1+ years of experience in the installation, maintenance, and repair of computers and related equipment and software and/or IT Support experience in an IT Support Position
• Experience in the installation, maintenance, and repair of server and/or network systems is a plus
• Thorough knowledge of Microsoft Office Suite, Microsoft (Windows) Operating Systems Experience
• Experience in one or more of Stratton’s business applications systems is a plus (RTP)

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, and MacOS is required.
• Experience with server operating systems, including Microsoft Server 2012, Server 2016 is a plus.
• Experience with Microsoft Active Directory systems is a plus.
• Experience with low-voltage Category (Cat5e, Cat6 and so on) cabling, installation, termination, and troubleshooting is a plus.
• Experience with Ethernet networking, and LAN/WAN network technologies, TCP/IP, Wi-Fi, DHCP, DNS, and VLANs is a plus.
• Experience with point-of-sale systems and associated peripherals is preferred.
• Familiarity with PCI and SOX compliance preferred.
• Competencies in Strategic Thinking, Effective Communication Skills and Teamwork.
• Ambitious/MotivatedSelf-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 with Macintosh systems (Mac OSX).
• Experience troubleshooting and maintaining telephony systems (VoIP).
• Experience maintaining local and wide area network hardware.

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 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

• 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.

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.