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Senior IT Support Specialist

posted May 20, 2019

Winter Park Resort
Winter Park, CO
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About This Job

WINTER PARK RESORT OVERVIEW:

Opened in January of 1940, Winter Park Resort is the oldest continuously operating resort in the United States. We are located just 67 miles north-west of Denver, which makes us the closest major ski resort to the city.   Winter Park’s traditions are deeply rooted in railroad, logging, and the early exploration of Grand County and the local Fraser Valley. Our mission is to “create the best memories, again and again,” for our guests, our employees, our community, and our strategic partners.

Headquartered in Denver, Colorado, Alterra Mountain Company  is a community of 12 iconic year-round destinations, including the world’s largest heli-ski operation. The company owns and operates a range of recreation, hospitality, real-estate development, food and beverage and retail businesses. Headquartered in Denver, Colorado with destinations across the continent, we are rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans five 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 in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Deer Valley in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. We honor each destination’s unique character and authenticity and celebrate the legendary adventures and enduring memories they bring to everyone together. 

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.

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.

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.

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above.  With the evolution of Winter Park Resort, the responsibilities of this position may change, as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal

employment opportunity in any term, condition, or privilege of employment.

We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law.

Winter Park Resort will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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About This Employer

Winter Park Resort

85 Parsenn Road
Winter Park, CO 80482

(970) 726-1564

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Winter Park is the closest major ski resort near Denver at just 67 miles away. 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.

With over 3,000 acres of skiable terrain, Winter Park Resort offers an unforgettable experience for any kind of adventurer, whether you’re just here to take in the views, or looking to really get your adrenaline pumping.

And don’t think that things slow down once the snow melts! The summer sun brings bike park rippers, scenic trail trekkers, and speedy alpine sliders for a whole new take on Winter Park adventure.

ONE WINTER PARK

We are a community of explorers and adrenaline junkies; sight seers and nature lovers; lifelong skiers and fly fishing fanatics; mountain bikers and peak hikers… The opportunities for mountain adventure are endless, but we all share one common appreciation for this vast and pristine area.

As a celebration of this mountain lifestyle, we have refreshed our partnership with the community as a whole to establish Winter Park as a prime Colorado destination, connecting people with nature and embracing our shared value of the outdoors.