Hybrid Information Systems Technician - Year Round at Jackson Hole Mountain Resort

Jackson Hole Mountain Resort

JOB DESCRIPTION

Position job Title:  Information Systems Technician

Reports To:  Help Desk Manager                                           

Department:  Information Systems

Classification:  Year Round Full Time                          

FLSA Status: Non-Exempt

GENERAL PURPOSE

The Information Systems Technician supports all JHMR Information Systems (IS) goals by providing front line internal client support on hardware and software, while ensuring the safety and security of all JHMR computer and Information Systems. 

ESSENTIAL FUNCTIONS

• Provide front-line client support on hardware and software via phone, IM, email, and face to face contact.  
• Provide a single point of contact for clients to log, prioritize, track, and resolve issues to client’s satisfaction.  
• Troubleshoot computers, printers, scanners, networking devices, etc. ensuring smooth operation.  
• Assist clients in recovering lost data.  
• Install and upgrade new and existing hardware and software.  
• Create new user logins and work with Human Resources and other JHMR Departments to ensure appropriate access is granted.
• Follow direction of Help Desk Manager and System Administrators to troubleshoot and resolve systems issues and to implement new technologies.
• Answer Help Desk phone extension and respond first to support tickets.
• First level of support at the desktop level for Windows and Apple hardware and software problems.
• Deliver, install, and upgrade hardware and software for clients on the Mountain and in town.
• Assist System Administrators in troubleshooting the hardware and software layer.
• Coordinate hardware inventory.

OTHER FUNCTIONS

• Work alongside System Administrators, Help Desk Manager, and Information Systems Director to achieve streamlined systems at JHMR. 
• Perform additional administrative functions as requested or assigned.

-- Employees are held accountable for all duties of this job—

JOB SPECIFICATIONS & QUALIFICATIONS

• Strong customer service skills to provide timely and accurate IS support to clients
• Basic familiarity with computer hardware and software.
• Able to follow well-defined procedures with attention to their detail.
• Creative ability to detect problems and strong ability to problem solve by employing the department's resources to solve them.
• Lift and carry up to 40 pounds
• Strong intermediate skier able to safely move equipment to on-mountain locations
• Strong verbal and written communication skills to convey instructions to clients. 
• Self-starter and ability to work unsupervised
• Able to work in groups and independently as required to complete tasks.
• Valid driver’s license.
• Intermediate skiing or snowboarding ability to safely move equipment to on-mountain locations. 

WORK ENVIRONMENT

• This job operates primarily in a clerical office setting. This role routinely uses computer and phone. Most work is completed in an indoor environment. Occasional outdoor work required in the base area and on mountain. Outdoor environment may cause exposure to extreme temperatures and varying weather. 

PHYSICAL DEMANDS

• Ability to lift 40 lbs. to move hardware.
• Ability to sit for long periods of time at a desk and working on a computer.
• Frequent walking, moving about on foot to JHMR outlets to troubleshoot hardware problems. 
• Extensive use of fingers to type and perform other computer work.
• Hearing and ability to receive detailed information through oral communication at normal speaking level. 
• Close visual acuity to work on the computer. 
• Ability to drive a motor vehicle in varying weather and road conditions, with travel required to both on-mountain locations, base area locations, and locations in the Town of Jackson. 

POSITION TYPE AND EXPECTED HOURS OF WORK

• This job is year-round full time and typically works during daytime business hours. Schedules and hours may fluctuate depending on business need, and overtime may be expected around season openings and deadlines. Work on weekends and holidays may be required.

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or GED
• Previous experience in a customer service role. 
• Basic end user device experience, including but not limited to Windows 10 Enterprise, macOS, iOS. 

PREFERRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in computer science or related field is preferred.
• Minimum 2 years of experience in an Information Systems role
• Preferred certifications include:
  • CompTIA A+

Note:  This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

AAP/EEO STATEMENT

Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.