Analyst: IT Support

On-site IT support work focused on end-user technology and physical network/site readiness across resort locations.

Responsibilities

• Provide onsite support for IT-approved endpoints and resort/business technology, including workstations, point-of-sale systems, printers, scanners, handheld devices, telephones, and related peripherals.
• Log and manage work using the approved IT service management and work ticket system, documenting demand, ownership, progress, troubleshooting, and resolution in line with service expectations and KPIs.
• Coordinate technology moves for equipment relocations, seasonal deployments, outlet/site openings, and special-event technology to support operational readiness.
• Resolve issues within the Field IT scope; escalate application, security, network, and other specialized issues to the appropriate enterprise team.
• Use foundational networking knowledge when supporting connected devices, including Ethernet, Wi-Fi, IP addressing, DHCP/DNS concepts, and VLAN awareness.
• Perform hands-on physical support: basic cable, jack, patch-panel, and switch-port identification; complete rack-and-patch activities and required physical connectivity checks.
• Install, replace, or connect approved network hardware as directed; collect onsite diagnostic information requested by Enterprise Network.
• Validate device and site functionality after approved remote network changes or physical equipment replacement.
• Support cable locating and physical pathway/cabling identification, telecom-room inspections, patching, physical checks, and OSP work where OSP support is a Field IT responsibility and work is performed under established procedures and direction.
• Own assigned incidents and requests through resolution or escalation; support major-incident efforts by providing timely onsite facts, physical checks, and recovery actions within Field scope.
• Participate in deployments and projects by completing assigned tasks, performing equipment moves, readiness checks, and post-install validation.
• Configure, track, maintain, and properly retire IT-approved technology while maintaining accurate equipment inventories.
• Create and update assigned support documentation, site records, and SOPs, including accurate documentation of physical infrastructure findings.
• Coordinate site access and interact professionally with approved vendors or contractors when assigned.
• Communicate with business partners, facilities, IT teams, and other stakeholders about local technology work, impacts, dependencies, and status at an appropriate role level.
• Share knowledge with peers; participate in required training and build proficiency through coaching and job shadowing.
• Prioritize personal, coworker, contractor, and guest safety; follow company procedures, PPE requirements, and established work practices.
• Recognize skill and safety boundaries, stop unsafe work, and escalate tasks outside training or authorization.
• Follow information security and compliance requirements; promptly escalate identified or suspected issues to InfoSec/GRC.
• Perform assigned onsite security and vulnerability remediation tasks under guidance from InfoSec/GRC, including patching, configuration changes, validation, and other technical activities.

Requirements

• Positive, service-oriented, and solution-focused approach with a desire to learn new technologies.
• Familiarity with technology support in an enterprise environment and the ability to follow documented procedures.
• Ability to prioritize assigned work, document accurately, and communicate with technical and non-technical partners.
• Strong verbal and written communication skills.
• Foundational understanding of networking and structured cabling concepts, or demonstrated ability to develop these skills.
• Ability to sit and stand for extended periods and perform hands-on work in technology spaces.
• Ability to lift and move up to 50 pounds (with assistance if needed).
• Ability to work a schedule that may include weekends, holidays, after-hours support, and on-call coverage based on business need.
• Valid U.S. driver’s license.
• For mountain/resort locations: ability to work outdoors in winter conditions and at altitude; ability to ski or snowboard at an intermediate level or willingness to learn.

Technologies

• Ethernet
• Wi-Fi
• IP addressing
• DHCP
• DNS
• VLAN
• CompTIA A+
• CompTIA Network+
• InfoSec/GRC

Benefits

• Ski/Mountain Perks! Free passes for employees; employee discounted lift tickets for friends and family; free ski lessons.
• More employee discounts on lodging, food, gear, and mountain shuttles.
• 401(k) Retirement Plan.
• Employee Assistance Program.
• Excellent training and professional development.
• Health Insurance: Medical, Dental, and Vision plans (for eligible seasonal employees after working 500 hours).
• Free ski passes for dependents.
• Critical Illness and Accident plans.

Job Specifications

• Starting Wage: $61,534.00
• Employment Type: Year Round
• Shift Type: Full Time hours available
• Minimum Age: At least 18 years of age
• Housing Availability: No

Preferred / Development

• CompTIA A+ or equivalent knowledge preferred; CompTIA A+ must be obtained within one year of hire.
• Foundational understanding of networking and structured cabling concepts, or demonstrated ability to develop these skills.
• Progress toward CompTIA Network+ or equivalent is a plus.
• Other duties and projects as assigned.

Job Benefits (Full Time)

• Health Insurance: Medical, Dental, and Vision plans (for eligible seasonal employees after working 500 hours).
• Free ski passes for dependents.
• Critical Illness and Accident plans.

Location: Mercersburg, PA (onsite)