Breckenridge Grand Vacations
  • Information Technology
  • 80424, CO, USA
  • DOE
  • Hourly
  • Full Time

Full Time Benefits Package


Job Title: Technical Support Specialist
Division/Dept: Information Technology
Reports To: IT Operations Manager
FLSA Status: Non-Exempt – Hourly Position
WC Code: 9012
EEO Code: Professionals


SUMMARY: The Technical Support Specialist is responsible for maintaining the efficiency of the information systems at all Breckenridge Grand Vacations properties. This position visits the different Company sites to provide support as well as works from the Information Technologies main office to answer help desk tickets.


ESSENTIAL DUTIES AND RESPONSIBILITIES: Including but not limited to:
• Provide hardware/software support and repair on a desktop level.
• Manage day to day technical trouble tickets via the help desk system.
• Maintain Company workstations and phone systems.
• Perform on-call duties for one week each rotation, with the rotation currently once every 6 weeks.
• Perform on site visits to each property according to site visit schedule.
• Be responsible for all end user computer and phone hardware.
• Deploy new workstations as needed in the Company.
• Create, change, and delete end user accounts and services.
• Uphold Hospitality Standards, Company Core Standards and Department Core Standards and observe Company policies and procedures.
• Be the "End of the Line" and resolve every situation inherited, not passing it along, whenever possible.
• Follow up on any situation that is not fully resolved at the time of the initial request always giving consideration to what the guest or owner deems appropriate.
• Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
• Respond promptly to all email and voicemail correspondence.
• Maintain a positive working relationship with all contacts, always being helpful and courteous.
• Attend and participate in company training sessions and department staff meetings.


MARGINAL DUTIES: Functions that are not considered essential to the job:
• Perform other duties as assigned.
• 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 perform this job successfully this position must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


COMPETENCIES / SKILLS / ATTRIBUTES: To perform the job successfully an individual should possess the following competencies, skills and attributes:
* Maintain expert knowledge and understanding of all computer programs and product knowledge applicable to the position
* Provide exceptional customer service and anticipate needs * Pay attention to detail and demonstrate accuracy and thoroughness * Remain calm and empathetic in situations that can be challenging * Support the team's effort to succeed by giving and welcoming feedback, building morale and contributing a positive team spirit * Take initiative and perform tasks without being asked * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.


EDUCATION / EXPERIENCE: Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or combination of education and experience.


COMPUTER EXPERIENCE: Advanced: Can operate and make minor repairs to office machines (copier, fax, scanner, phone, and calculator) and has strong abilities using MS Office programs (Outlook, Word, Excels, PowerPoint) with minimum two year use of these program, and ability to do mail merges, develop spreadsheets, and write formulas. Is very familiar with the internet and can perform research on the internet. Ability to type quickly by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.


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


REQUIREMENTS: Reliable mode of transportation to travel between Breckenridge Grand Vacations properties.


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.


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: 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: The environmental conditions the employee will have exposure to:
• Risk of electrical shock and proximity to electrical current for over 2/3 of the time.
• Office or administrative environment, not substantially exposed to adverse environmental conditions.
• 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.
• Moderate noise.
• Pets and pet dander in and around the pet friendly resort.

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