IT Senior Support Specialist – Year Round with Benefits

Year Round – Full Time @Winter Park Resort in Other 1 Job Openings Email Job
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Job Detail

  • Job Function IT & Computer
  • Education Level GED/High School
  • Schedule Preference Fixed
  • Experience Level Mid Level
  • Job Start Month August 2022
  • Job Available Until Month Year round
  • Benefits
    Free season pass to Winter Park Season and free access to all fifteen Alterra Resorts throughout North America. Discounted tickets for your friends & family Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs for eligible employees 401(k) plan with generous company match for all employees Paid parental leave of up to 6 weeks for eligible employees Generous food & beverage and retail discounts,

Job Description

WINTER PARK RESORT OVERVIEW:

Who We Are: At just 67 miles away, Winter Park is the closest major mountain destination to Denver. Don’t be fooled by our convenient location, though… you’ll feel remotely tucked away in our high-country corner of the Rockies. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures and an unparalleled and unfiltered Colorado experience. Whether you are fulfilling a lifelong dream to work at a ski resort or you are just wanting a change of scene, we have great jobs and an awesome experience waiting for you!

Who We Are Looking For: Winter Park Resort is a place for mountain lovers, adventure seekers, and outdoor explorers. A place to chase new experiences, marvel at the unexpected, and discover the adventure that will keep you coming back for more. Whether you are looking to have your first taste of a winter season in the Rockies or to build a long-term career, we have something for everyone.  We work to play… Are you in?

Perks & Benefits: There’s more than a free season pass waiting for you! You don’t just get a job at Winter Park, you get an experience and a lifestyle. As a member of our team, you’ll enjoy a variety of perks and benefits that are available to our year-round and seasonal employees. Some examples include:

  • Free season pass to Winter Park Season and free access to all fifteen Alterra Resorts throughout North America.
  • Discounted tickets for your friends & family
  • Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs for eligible employees
  • 401(k) plan with generous company match for all employees
  • Paid parental leave of up to 6 weeks for eligible employees
  • Generous food & beverage and retail discounts,
  • Onsite employee childcare based on availability, discounted equipment rentals and plenty of opportunities for growth, advancement & year-round employment! Don’t worry the uniforms are provided!

POSITION SUMMARY:

The Senior IT Support Specialist (ITSRSS) will work with a team that acts as the lead engagement point for the IT Support Specialists, providing support and solutions to resolve day to day operational problems with new and existing technologies.

The ITSRSS, under the direction of the IT Operations Manager, will act as the first escalation point for IT Support Specialists, coordinating internal resources, response, and prioritization of issues, performing skilled work related to support, installation, and maintenance of server and network systems, computers, software, point-of-sale systems, printers, peripherals, and related equipment.

The ITSRSS 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 watching network monitoring systems and automated alert distribution lists for 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 ITSRSS must be able to work under pressure and deadlines, carry out written and oral directions, and prioritize support requests to meet business objectives.

The ITSRSS will follow all Winter Park policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

ESSENTIAL DUTIES:
  • The organization uses a ticket work management system that follows ITIL processes. Tickets should be addressed in a timely manner, and ITIL processes should be followed.
  • The Senior IT Support Specialist ensures that IT support resources are being effectively utilized, and that IT and business critical systems are maintained and improved on an ongoing basis.
  • Research and analysis is required to find the best technical solutions for the given budget, and the Senior IT Support Specialist will assist the IT Operations Manager with forecasting upcoming needs and future technology.
  • The Senior IT Support Specialist provides direction and training to other Support Specialists as neccesary, as well as serving as the first escalation point for more advanced technical problems.
  • The Senior IT Support Specialist will take an active role in tracking inventory and communicating operational budgetary needs to the IT Operations Manager
  • Coordinating and maintaining effective communication with all staff members and vendors is essential. The Senior IT Support Specialist responds to technical and non-technical situations in a friendly, efficient manner.
  • The Senior IT Support Specialist is required to work closely with the IT Operations Manager, Systems Administrators, and Support Specialists to ensure IT and business systems are working efficiently, and is required to maintain ongoing communication with the IT Operations Manager through weekly reports, one-on-one, and scheduled meetings as required.
  • Clear documentation is necessary so each member of the Support Services team is capable of helping support our systems. Documentation and inventory of computer systems must be thorough, accurate, and comply with standards established by the IT Operations Manager.
  • The Senior 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 Operations Manager.
  • The Senior IT Support Specialist may be required to participate in a rotating on-call schedule.
  • Winter Park 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 Senior 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.
  • Alterra Mountain Co. team members must read, understand, and abide by all procedures and guidelines defined by Alterra, Winter Park Resort, the IT Director, and the IT Operations Manager. Compliance with “The Winter Park Employee Handbook” and the Alterra policies, whenever representing their position, are mandatory.

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.

EDUCATION & EXPERIENCE REQUIREMENTS:
  • High School diploma or equivalent required
  • College degree in Information Systems desired, related field, or equivalent work experience required
  • Must have a minimum of 5 years’ experience in the installation, maintenance, and repair of computers and related equipment and software.
  • Must have a minimum of 2 years’ experience in the installation, maintenance, and repair of server and/or network systems.
QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:
  • A valid Colorado 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 2008 R2, Server 2012, Server 2016 is required
  • Experience with Microsoft Active Directory systems is required.
  • Basic familiarity or experience with *nix operating systems, including RedHat, Ubuntu, CentOS is preferred
  • Experience with setup and support of mobile devices including Windows Mobile, iOS and Android.
  • Experience with low-voltage Category (Cat5e, Cat6 and so on) cabling, installation, termination, and troubleshooting.
  • Experience with Ethernet networking, and LAN/WAN network technologies, the OSI model, TCP/IP, Wi-Fi, DHCP, DNS, and VLANs
  • Basic familiarity or experience with day-to-day operations of virtualized environments (VMWare) is preferred.
  • Experience with point-of-sale systems and associated peripherals is preferred.
  • Familiarity with PCI and SOX compliance preferred.

TRAVEL REQUIREMENTS:

Most work will be performed in Winter Park, CO. However, occasional travel to the Greater Denver area, Vail, and other locations may be required from time-to-time.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position may be required to work evenings, weekends and holidays.

Office Environment:

  • Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis, with assistance.
  • Due to support demands the IT Support Specialist must be able to ski/ride, walk, snowmobile/ATV, and/or drive to all Winter Park locations.
  • Must be able to carry computers and associated equipment.
  • Must have fine motor skills to work with small wires and parts.
  • Must be able to work outside in a high altitude, montane and alpine environment.
  • 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.

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.

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resorts hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

salary pay range: $61K – $68K