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IT Support Specialist

Company: Sugarbush Resort
Location: Portland
Posted on: May 2, 2021

Job Description:

Please note that this position is based in Warren, VT, and requires relocation for candidates that do not reside within commuting distance. COMPANY OVERVIEW AUTHENTICITY - PASSION - COMMUNITY - INNOVATION - ADVENTURE Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world's largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The Ikon Pass connects the most iconic mountains across North America, Australia, New Zealand, Japan and Chile, delivering authentic, memorable snow adventures. Alterra Mountain Company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail, and service businesses. Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company's family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Squaw Valley Alpine Meadows, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination's unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone. A career with Alterra Mountain Company is more than what you do today; it's being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone. BESIDES WORKING SOMEWHERE AWESOME, WHAT'S IN IT FOR YOU? * Free skiing + riding privileges across the family of Alterra Mountain Company resorts for all eligible employees and their dependents. And, discounted rates at non Alterra-owned Ikon Pass destinations. * Flexible Time Off (FTO) policy for eligible employees to rest, relax and recharge * Generous discounts on outdoor gear, apparel, rental cars, etc. * Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more * 401(k) plan with generous company match * Paid parental leave of up to 6 weeks for eligible employees POSITION SUMMARY The 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, security, 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 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 ITSS will follow all Sugarbush Mountain and AMC policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes. WHAT YOU'LL BE DOING * 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 * Infrastructure cabling and terminations * 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 IT and end users. * Perform daily checks of specified systems to ensure functionality and identify issues. * Assist with the administration of servers and network equipment as directed by the System Administrator/IT Manager. * Assisting with the administration of a hosted 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 Operations Supervisor, the IT Director, and other OneIT Support Specialists to ensure IT and business systems are working efficiently, and is required to maintain ongoing communication with the IT Operations Supervisor 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, Sugarbush Mountain Resort, the IT Director, and the IT Operations Supervisor. Compliance with "The Sugarbush Mountain Employee Handbook" and the Alterra policies, whenever representing their position, are mandatory. YOU SHOULD HAVE--- * High School diploma or equivalent required * Bachelor's degree in computer science or related field and 1-3 years' experience or have an equivalent background in a comparable environment. Relevant certifications are a plus. * Prefer a minimum of 2 years of experience in the installation, maintenance, troubleshooting and repair of computers and related equipment and software and/or IT Support experience in an IT Support Position. * 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. * Thorough knowledge of Microsoft Office Suite/O365 applications * Strong experience with setup, configuration, and management of WIN10 is required. * Experience with server operating systems, including Microsoft Server 2012, Server 2016 is a plus * Experience with Microsoft Active Directory and user account management is required. * Experience with low-voltage Category (Cat5e, Cat6 and so on) cabling, installation, termination, and troubleshooting is a plus * Advanced technical skills and ability to think through and 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 point-of-sale systems and associated peripherals is preferred. * Familiarity with PCI and SOX compliance preferred. * Proven history that demonstrates a passion for technology, ability to learn quickly, and talent for providing top level customer service is required. * Enthusiastic, committed, proactive and resourceful; can be counted on to get the job done. * Keen understanding of Cyber Security related best practices. * Experience with and understanding of the following technologies is a plus: * Macintosh systems (Mac OSX). * VOIP telephony systems. * SCOM/SquaredUP * SCCM Imaging, configuration management, asset management * Vcenter/vmware * DHCP and DNS * TCPIP, VLAN's, Firewalls, Switch configurations * WIFI configuration and management * MS Exchange management TRAVEL REQUIREMENTS Most work is performed at Sugarbush Mountain. Due to the Regional setup of OneIT for the Eastern Region, you may have occasional travel to other eastern AMC Resorts. PHYSICAL DEMANDS, REQUIREMENTS AND WORKING CONDITIONS This position will require lifing and/or carrying of computer equipment, weekend work, and some evening work as well as travelling to various parts of the resort (including on the mountain) to perform technical work. 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. 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

Keywords: Sugarbush Resort, Portland , IT Support Specialist, Other , Portland, Maine

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