IT Support Specialist Field Tech

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

The IT Support Specialist Field Tech supports resort infrastructure by troubleshooting, repairing, and maintaining hardware and software. Key responsibilities include handling help-desk tickets, monitoring systems, maintaining documentation and inventory, and ensuring timely responses to technical issues. This role requires strong customer service skills, the ability to prioritize tasks, work under pressure, and collaborate effectively with staff, vendors, and users. Ideal candidates are experienced with technology, and eager to engage with more advanced systems and infrastructure. This is a benefit eligible, full-time year-round role. The compensation range for this role is $55,000 - $60,000 annually.

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
• 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
• Assist with the administration of servers and network equipment as directed
• Assists with administration VoIP system
• 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
• 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
• Maintains professional and technical knowledge
• Contributes to team effort by accomplishing related results as needed
• 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 will maintain ongoing communication with the IT Manager through weekly reports, one-on-one, and scheduled meetings
• Additional duties as assigned

EDUCATION & EXPERIENCE REQUIREMENTS

Education:

• High School diploma or equivalent required

• Bachelor's Degree in Information Systems or other related field, preferred

Experience:

• 1+ years of experience working in a similar resort campus environment, preferred
• 1+ years of experience in the installation, maintenance of electronic equipment, preferred
• Experience in the installation/configuration, maintenance, and repair of digital mobile radios, phones, other electronic equipment, preferred
• 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
• Ability to read, comprehend, create, modify, and interpret technical documents
• Ability to coordinate efforts with other staff and employee
• 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
• 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.
• 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

Occasional travel to other eastern Alterra Mountain Company Resorts may be required.

PHYSICAL DEMANDS AND WORKING CONDITIONS

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.  

An Equal Opportunity Employer