Technical Specialist I - Breckenridge, United States - Breckenridge Grand Vacations

Description

BGV participates in the annual Denver Post and USA Today Top Workplaces awards. Those awards are based on anonymous feedback from our employees and thousands more, working for hundreds of employers nationwide. We are consistently ranked in the Colorado top 10. In 2018 we were named the #1 large workplace in the state. In 2023 and 2024, BGV was honored by USA Today as a top national workplace. In 2024 that national recognition included cultural excellence awards in Purpose & Values, Compensation & Benefits, Leadership, and Innovation.

BGV is all about Sharing Smiles, including putting smiles on the faces of our employees Learn more about our four-decade history of success here Compensation for this full-time position is $25.25-$31.50/hr, DOE. The salary offer to the successful candidate will be based on job-related education, training, and experience. The salary offer will not be based on a candidate's salary history at other jobs, and by law, BGV will not seek information about salary history or applicant age. This position also includes BGV's Total Compensation package.

• Paid time off including vacation, sick leave, parental leave and paid volunteer time off
• Group life insurance
• Health, vision and dental insurance plans
• Retirement plan
• Twice yearly bonus
• Employee recruiting bonus
• Tuition reimbursement program
• Professional development
• Employee Wellness programs to support physical and mental health
• Sustainability programs to support the health of the planet

BGV's unique FUN benefits including programs for ski/rec center passes and ski medallions, lodging and purchase discounts, outdoor gear discounts, access to BGV's Ball Arena suite in Denver for concerts and events, Rockies, Avalanche, Nuggets and Rapids tickets, access to local events, employee outings, team sports, discounted vacations through Interval International, and the legendary BGV Holiday Party.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The role's duties and responsibilities include, but are not limited to:

• Triage, prioritize, and manage IT-related support requests via our IT ticket tracking system.
• Provide exceptional customer service and technical support to all BGV stakeholders.
• Administer endpoint administration in a Windows environment, including troubleshooting and imaging of Windows OS, as well as supporting Microsoft Office 365 apps and other third-party and in-house applications.
• Collaborate in the administration and support of systems including Active Directory, Microsoft 365 Admin Center, Azure, Virtual Private Networks, Multi-Factor Authentication, and VOIP telephony systems.
• Participate in after-hours/weekend support on-call rotations.
• Contribute to the enhancement of IT documentation and processes.
• Participate in IT-related initiatives, including tech upgrades, training sessions, and more.
• Provide input and assist in budget forecasts and end-of-life technology notifications.
• Train new hires and interns as needed.
• Support environmental sustainability and participate in BGV's green initiatives.

MARGINAL DUTIES: Functions that are not considered essential to the job:

• Other duties and tasks as assigned by IT leadership.
• Work occasional scheduled weekend hours.
• Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participate in the Company's sustainability initiatives.

QUALIFICATIONS: To be successful in this role, the position must be able to perform each essential duty satisfactorily. An Associate's Degree or six months of relevant experience/training, or a combination of both is required. A Bachelor's Degree in Information Systems, Business Administration, or related field is desired. Additionally, the candidate must possess a valid US driver's license and an acceptable driving record.

COMPETENCIES / SKILLS / ATTRIBUTES: This position requires strong problem-solving and critical-thinking skills, excellent customer service, communication skills, a professional reputation that inspires trust, and a team-oriented mindset. It also requires the ability to handle confidential information responsibly, respect established policies and procedures, and embrace diversity and inclusion. The ability to multitask and prioritize in a dynamic work environment is crucial.

EDUCATION / EXPERIENCE: Preferred Bachelor's Degree in Information Systems, Business Administration, or related field. Required Associate's Degree or six months of relevant experience/training, or a combination of both.

COMPUTER EXPERIENCE: Advanced: Strong abilities using Microsoft Office programs (Outlook, Word, Excel, PowerPoint) are required. Experience in Windows 10/11 imaging, troubleshooting, and hardware support, as well as familiarity with systems like Active Directory, Microsoft 365 Admin Center, Azure, VPNs, Multi-Factor Authentication, and VOIP telephony systems, is necessary.

CERTIFICATIONS and/or LICENSES: Must possess a valid US driver license and an acceptable driving record.

REQUIREMENTS: Reliable mode of transportation to travel between company properties and support locations.

LANGUAGE ABILITY: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Conversational Spanish is appreciated, but not necessary to apply.

MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS: Comfortable sitting/standing for extended periods, adept at operating computers and office equipment, capable of standing, walking, and reaching as needed. Ability to lift and carry items up to 50 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Sit; use arms, hands and fingers to handle, reach, feel, grasp or use a computer keyboard; talk or hear on the telephone; and use repetitive motion of the arms, wrists, hands and fingers for over 2/3 of the time.
• Stoop, kneel, crouch, or crawl for between 1/3 and 2/3 of the time.
• Stand for long periods of time or walk for under 1/3 of the time.
• Exert force on or lift between 25 to 50 pounds for between 1/3 and 2/3 of the time.
• Requires close, distance, color and peripheral vision, close visual acuity, and depth perception.

WORK ENVIRONMENT: Primarily office-based role with occasional exposure to outdoor, high alpine conditions. Availability to work flexible hours, including evenings and weekends, to accommodate support needs outside of regular business hours is required. The environmental conditions the employee will have exposure to:

• Office or administrative environment, not substantially exposed to adverse environmental conditions.
• Risk of electrical shock and proximity to electrical current for over 2/3 of the time.
• Function in close quarters, narrow aisles or passageways crawl spaces, shafts, man holes, small enclosed rooms, and other areas that could cause claustrophobia for under 1/3 of the time.
• Pets and pet dander in and around the pet friendly resort.
• Moderate noise.

IT Tech Module Program:

IT Techs at BGV are eligible for a module program that starts when hired and continues into employment. Reference BGV Module Training Booklet for further details. Available upon request.

IT Tech II: Employees are eligible to become an IT Tech II once they have all the skills of an IT Tech I and have met the below key performance indicators:

• Customer Service Proficiency - Achieve Customer Service Proficiencies by meeting all measurable KPIs.
• Technical Skill Development - Achieve Customer Service Proficiencies by meeting all measurable KPIs.
• Team Collaboration - Achieve Customer Service Proficiencies by meeting all measurable KPIs.
• BGV Culture - Achieve Customer Service Proficiencies by meeting all measurable KPIs.

Essential Duties & Responsibilities for IT Tech II:

• Provide an exceptional level of service and technical support for BGV's end-users, business units, guests, and vendors.
• Provide efficient, clear, and easy-to-understand communication with end-users, business units, owners, and vendors.
• Consistently demonstrates ability to prioritize and manage multiple support requests and assigned projects.
• Leverage the full suite of ZenDesk's capabilities to provide an exceptional level of support.
• Utilize an IT ticket tracking application (ZenDesk) to ensure support requests are managed, prioritized, and updated appropriately. The TSII will leverage the full suite of ZenDesk's capabilities to provide an exceptional level of support.
• Devise, write, test, and deploy customized automations to improve efficiency and standardization across IT operations.
• Support strategic initiatives by means of productive dissent and introduce new ideas and methodologies to enhance operational efficiency.
• Become adept in troubleshooting and/or operating telephony systems (telephone back-end software, switch board patching and management, etc.,), audio/visual components and presentation management, Active Directory, Microsoft Office Administration (Microsoft 365, Security, Compliance, Identity, Exchange, SharePoint, Teams, and Entra Admin Centers), security camera management, email security, networking (cable runs, cable creation, cable management, switch deployment, switch management, VLAN assignment, access point management, and the software to monitor all of the above), hardware maintenance and repair, IT inventory tracking systems, knowledge of all properties infrastructure (MDF, IDFs, switching, cable runs, etc.,), key making software, IT equipment deployment and installation, inventory management processes, equipment acquisition, remote equipment monitoring, and many more.
• Perform 24x7 on-call duties. Occasionally, TSII will be required to work weekend or after-hour shifts.
• Assist management with forecasting IT expenses and plan accordingly for business system upgrades.
• Craft excellent documentation to aid in incident response and resolution.
• Be the primary point of escalation for the help desk team.
• Coordinate end-user and help desk training seminars.
• Devise, test, and implement automated 3rd party application patching.
• Occasionally, lead BGV-Orientation presentations.
• Coordinate help desk purchases and assist with coding expenses monthly.
• Participate in other IT-related projects, including technology and property upgrades.
• Assist the other Business Units and IT Teams (network admin, systems admin, development, business analysts, etc.) with IT-related initiatives and projects.