Job Summary

The IT Specialist contributes to Sanctuary Camelback Mountain's success by providing reliable, responsive technical support to resort team members, guests, and property operations. This role serves as a key point of contact for day-to-day technology needs, troubleshooting hardware, software, network connectivity, user accounts, mobile devices, and other technology systems while supporting the security, reliability, and efficiency of resort operations.

Guided by Sanctuary's North Star Vision and Spirit of Service, the IT Specialist fosters authentic connections through responsive and solutions-oriented support, helping create a seamless technology experience where guests and team members feel valued, understood, and supported.

Job Functions

Note: the following duties and responsibilities are not all-inclusive.

• Provide professional IT support to team members, users, and guests by diagnosing and resolving hardware, software, connectivity, and system access issues.
• Serve as the initial point of contact for the Information Technology Team, responding to and managing IT support requests through telephone, email, remote access, and ticketing systems.
• Troubleshoot and resolve issues involving desktops, laptops, printers, software, user accounts, email, internet, LAN/network access, and mobile devices.
• Actively listen to support requests, confirm an understanding of the issue, diagnose problems, and provide accurate and timely solutions.
• Install, configure, maintain, and monitor Windows operating systems, software applications, computer programs, systems, and related technology equipment.
• Assist with IT projects, system implementations, installations, testing, and other technology initiatives as assigned.
• Assist with the implementation and maintenance of Payment Card Industry (PCI), network security, data security, and other IT security initiatives.
• Maintain accurate IT asset inventory and complete required daily, weekly, and monthly IT checklists.
• Maintain strong attention to detail and sound judgment when resolving IT issues, particularly in high-pressure or time-sensitive situations.
• Communicate technical information clearly and professionally, both verbally and in writing, with technical and non-technical audiences.
• Maintain a positive and professional work environment through effective communication and collaboration with guests, team members, vendors, and management.
• Perform additional duties and responsibilities as assigned by the Director of IT.

Requirements

Job Requirements

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Strong knowledge of Windows operating systems, Microsoft Office 365, mainstream PC applications, and internet-based technology and services.
• Strong troubleshooting, problem-solving, organizational, and attention-to-detail skills.
• Excellent verbal and written communication and interpersonal skills.
• Ability to maintain a professional, positive, and service-oriented demeanor in a fast-paced, high-pressure environment.
• Ability to effectively communicate with and assist guests, team members, vendors, and management by listening to concerns, demonstrating empathy, and providing proactive solutions.
• Ability to multitask, prioritize requests, and maintain a high level of accuracy and quality.
• Ability to work independently while contributing effectively to a team environment.
• Knowledge of hotel/resort information systems is preferred.
• Ability and willingness to work a flexible schedule, including evenings, weekends, holidays, and on-call assignments as operationally required.

Physical Demands & Work Environment

Work is performed throughout the resort, including offices, back-of-house areas, guest areas, equipment/mechanical spaces, and outdoor locations. Must be able to work in varying indoor and outdoor conditions, including heat, rain, wind, changing temperatures, seasonal weather, and varying noise levels. Must be comfortable working outdoors and in confined or difficult-to-access areas as needed to install, inspect, maintain, or troubleshoot technology and equipment. Requires extended periods of computer use, as well as frequent standing and walking throughout the property, including repeatedly walking up and down stairs. Must be able to lift and carry equipment and supplies weighing up to 50 pounds occasionally, with or without reasonable accommodation. May be required to push, pull, carry, reach, bend, stoop, kneel, crouch, climb, and maneuver equipment as necessary to perform job duties. Requires sufficient hand and finger dexterity, coordination, visual acuity, hearing, and communication skills to operate technology and equipment, read screens and technical materials, and effectively communicate with guests, team members, vendors, and management. Work schedule may include evenings, weekends, holidays, and on-call assignments based on operational needs. All employees must maintain a neat, clean, and well-groomed appearance in accordance with company standards.

Qualifications

Education: High school diploma or equivalent required. Associate degree in Information Technology, Computer Science, or a related field, preferred. CompTIA A+ certification, preferred.

Related Work Experience: Minimum of two years of IT Help Desk, technical support, or related IT experience in a similar environment preferred. Experience supporting hospitality or resort technology systems is a plus (Opera PMS, Symphony POS, etc.).