IT Support Specialist

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

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.

• 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 Fresh Service 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…