IT Support Specialist Level 1

Copper Mountain Resort is a vacation destination located 75 miles west of Denver, Colorado in the heart of the Rocky Mountains. Three vibrant, pedestrian-friendly village areas host lodging, retail outlets, restaurants, bars, and family activities. During the winter months, Copper's world-class terrain offers skiing and riding for all ages and abilities. Each summer, the mountain transforms into a playground for hikers, mountain bikers, and anyone seeking a genuine Colorado experience. Copper Mountain Resort is also home to Woodward Copper action-sports camps, programs, and training facility.

Job Title: IT Support Specialist Level 1

Job Status: Year Round Full Time

Compensation and Benefits:

• Compensation: Proposed hiring rate of $2,222.46 to $2,330.77+ biweekly amount, actual pay will be adjusted based on experience.
• Benefits: This position is eligible to enroll in company subsidized medical, dental, vision, flexible spending, HSA, life/disability options; season pass for employees/dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.   

Job Summary:

The IT Support Specialist (IT-SS) works with a team that provides technology solutions and acts as the primary escalation point to resolve problems.  The IT-SS, under the direction of the IT Director, performs skilled work in the design, installation, configuration and maintenance of desktops, laptops, tablets, printers, point-of-sale systems, RFID gates and scanners, and other related equipment.

The IT-SS is responsible for system administration in a Windows Server environment running on both physical and virtual servers (VMware ESX), and contributes to the analysis and documentation of best practice for IT systems. These responsibilities include design, implementation and administration of Active Directory, DHCP, DNS, MS Exchange, Backup and Recovery, and File and Print services. 

The position applies hardware and systems experience to the administration and technical support of production servers, desktops, laptops, tablets, point of sale systems, peripherals, operating systems, applications and network infrastructure. The IT-SS oversees the administration of telecom phone moves, adds, and changes. This includes telecommunications equipment in a mixed PBX and VOIP environment and mountain radio systems. The IT-SS utilizes a variety of electronic test equipment to troubleshoot, adjust and calibrate equipment in accordance with specifications.

Overall administration duties includes the maintenance of records and completion of detailed and concise reports. The IT-SS is expected to investigate, test and recommend the purchase of a variety of hardware. Excellent customer service skills are required to provide fellow staff, outside vendors and end users responsive service ensuring that the department is establishing and maintaining cooperative working relationships. The IT-SS must be able to work under pressure and deadlines, carry out written and oral directions, and prioritize support requests to minimize user downtime.

Essential Duties and Responsibilities:

REVIEW AND CONTROL: Copper Mountain utilizes an IT Ticket Tracking system as a centralized system to report, prioritize, and assign issues requiring assistance. The IT-SS ensures all issues and assignments are logged and tracked in the Call Log System. 

The call log system assignments are to be monitored daily and closed within the company standards and timelines. Tickets should be reviewed, addressed, or reassigned to other appropriate technicians when necessary. This position requires initiative and the ability to assist others to meet time frames outlined by the IT Director.

STRATEGIC PLANNING: The IT-SS ensures that Copper Mountain has the caliber of computer systems required for its business. The position is responsible for the update and development of the computer systems to be maintained and improved on an ongoing basis.

This position makes decisions with substantial importance and outcomes to Copper Mountain IT operations. Discretion and independent judgment requires this position to choose a course of action from among a number of possible alternatives within budget and staff resources.

FINANCE:  Research and analysis is required to find the best technical solutions within the budget requirements. The IT-SS assists the IT Director with future budget forecasts and notification of upcoming needs and technology.

COMMUNICATION: Coordinating and maintaining effective communication with all Copper Mountain staff members and vendors is essential. The IT-SS position requires positive communication skills oriented towards customer and guest experience, with the ability to respond to technical and non-technical situations in a friendly, efficient manner.

Clear documentation is necessary so each member of the IT team is capable of helping to support our systems. Documentation and inventory of computer systems must be thorough, accurate, and comply with standards established by the IT Director.

INTERNAL/EXTERNAL RELATIONS: The IT-SS utilizes interpersonal communication skills to interact positively with computer users, staff members, managers and vendors. Frequently training others in complex information systems topics is required for novice and technical users.

Copper Mountain team members must read, understand, and abide by all procedures and guidelines define Copper Mountain, Inc., and the IT Director. Compliance with “The Copper Mountain Employee Handbook” and the Copper Mountain Acceptable Use of IT Assets policy whenever representing their position are mandatory. 

PROFESSIONAL GROWTH: The IT-SS ensures a commitment to strengthening knowledge of various technologies through both company sponsored and self sponsored education, seminars and research. Due to the constantly changing and new network technology this position requires equal growth so Copper Mountain technology can keep current with the industry.

WORK HOURS: The IT-SS position is salary exempt position that requires scheduling that includes weekends, holidays and flexible hours of operation. This position also requires the ability and willingness to be on-call 24x7 in an on call rotation. Rarely, late night shifts will be required to perform maintenance and upgrades on critical systems during hours of low utilization. Variations from the normal work hours may be scheduled by the IT Director. In cases where normal work hours are not scheduled, changes must be communicated to and approved by the IT Director. 

Other Duties as Assigned:

• This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of POWDR-Copper, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others. 
• Functions as an ambassador of Copper Mountain, modeling and sharing the Copper “culture” with our guests and employees.  Upholds the most professional image.  Continually strives to exceed our guest’s expectations and create memories for our guests and staff.
• All Leadership team members are expected to participate in the company’s Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events

Personal Attributes:

• Is honest and has the highest integrity
• Can handle and manage confidential information
• Professional appearance. Adheres to all grooming guidelines
• Follows established policies and procedures
• Is supportive of Core Values
• Sets the example for others and is above reproach
• Is comfortable to challenge established policies and procedures, but once established, is supportive of those rules.
• Is organized in tasks. Sees projects through to the finish. Has good follow-through and makes it a habit of getting back to people on issues
• Can handle fast paced, potentially high-pressure environment
• Is flexible with hours and days of work
• Can work any hours of the day, any days of the week
• Prioritizes and re-prioritizes personal time and work, to have good balance in life

Basic Requirements:

• Must be able to lift and carry items up to 50 lbs.
• Due to recurring support demands during peak operating hours, the IT-SS must be able to ski, walk, and drive to all Copper Mountain locations requiring support. Must be able to carry computers and associated equipment. Possess fine motor skills to work with small wires and parts. Must be able to work outside in a high-altitude alpine environment. 
• Must be able to manage multiple, high priority tasks. Must be able to function in a stressful, fast paced, dynamic environment that can be caused by maintaining critical business systems that are required to be 100% operational
• Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted. This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act
• Must have a valid US Driver’s license
• Must be at least 18 years old

Preferred Experience and Special Skills:

Education:

• Bachelor’s degree in information systems, related studies, or equivalent work experience

Experience:

• At least one-year of experience installing, maintaining, and repairing computers, network systems, and related equipment for a mid-size business (1000+ users)
• A demonstrated proficiency installing and maintaining Microsoft operating systems and their supporting applications including Windows Server, Windows Desktop, and Office 365. Experience with Windows imaging a must.
• Experience administrating VMware ESX and vCenter
• Experience with data backup and recovery systems and procedures
• Experience with Internet and Intranet services including e-mail, HTTP(S), FTP, and web browsers
• Experience with network security concepts and services including firewalls, security updates, IDS, and anti-virus solutions
• Experience working with RFID technologies including gates and hand scanners
• A basic understanding of LAN and WAN technologies including Ethernet, TCP/IP, DHCP, DNS and wireless data communications
• Demonstrates strong written and verbal communication skill, particularly when reading/writing technical concepts 
• Experience with installation and support of point-of-sale systems
• Experience maintaining macOS devices including iMac and MacBook
• License Requirement: May be required to obtain a license or specific training requirements for off-road vehicles
• The IT-SS is expected to be accessible during working and on-call hours by allowing continuous communications via cell phone, email, or radio. In the event the IT-SS will not be accessible via electronic mediums for extended time periods, the IT-SS must notify the IT Director so adequate staff coverage can be maintained

Position was originally posted on October 9th. This position will be posted and accepting applications until Wednesday, October 14th.

POWDR-Copper Mountain, LLC is an equal opportunity employer and that race/color/religion/sex/sexual orientation/gender identity/national origin/disability/protected veterans or any other applicable status protected by state or local law, are not taken into account in any employment decision. We offer competitive benefits, employee housing, and a unique work atmosphere. All of our job opportunities are located at Copper Mountain Resort in Summit County, Colorado. 90 miles west of Denver, we are situated in the heart of Colorado's playground. All candidates must fill out an application to be considered for employment.

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