Analyst: IT Support

About the role

The Field Analyst 1 is an on-site IT position that provides day-to-day support for end-user technology and assists with physical network and site infrastructure across assigned resort and business locations. The role supports IT-approved workstations, point-of-sale systems, peripherals and connected technologies; performs foundational connectivity and cabling tasks; maintains assets and documentation; and executes defined onsite work under established procedures or direction from senior Field IT and Enterprise Network resources. The role prioritizes safety, service, learning and accurate escalation while building the technical foundation for higher-level Field Analyst responsibilities. This role requires further background check clearances by the State of Pennsylvania, which must be completed before starting work.

Responsibilities

• Provide onsite support for IT-approved endpoints and resort/business technology, including workstations, point-of-sale systems, printers, scanners, handheld devices, telephones and peripherals.
• Use the approved IT service management/work ticket system to document demand, ownership, progress, troubleshooting and resolution in alignment with service expectations and KPIs.
• Coordinate equipment relocations, seasonal deployments, outlet/site openings, special-event technology and operational readiness activities within assigned scope.
• Address issues that can be resolved within Field IT scope and escalate application, security, network or other specialized issues to the appropriate enterprise team.
• Apply foundational knowledge of Ethernet, Wi-Fi, IP addressing, DHCP/DNS concepts and VLAN awareness when supporting connected devices.
• Perform basic cable, jack, patch-panel and switch-port identification; complete rack-and-patch activities and prescribed physical connectivity tests.
• Install, replace or connect approved network hardware under direction and collect onsite diagnostic information requested by Enterprise Network.
• Validate device/site functionality following approved remote network changes or physical equipment replacement.
• Support cable locating, basic pathway/cabling identification, telecom-room inspection, patching, physical checks and OSP work under established procedures and direction at locations where OSP support is a Field IT responsibility.
• Own assigned incidents and requests through appropriate resolution or escalation; support major-incident activities by providing timely onsite facts, physical checks and recovery actions within Field scope.
• Participate in deployments and projects by completing assigned tasks, equipment moves, readiness checks and post-install validation.
• Configure, track, maintain and properly retire IT-approved technology and maintain accurate equipment inventories.
• Create and update assigned support documentation, site records and SOPs; document physical infrastructure findings accurately.
• Coordinate site access and interact professionally with approved vendors or contractors when assigned.
• Communicate clearly with business partners, facilities, IT teams and other stakeholders about local technology work, impacts, dependencies and status appropriate to role level.
• Share knowledge with peers, participate in required training, and develop proficiency through coaching and job shadowing.
• Prioritize personal, coworker, contractor and guest safety; follow company procedures, PPE requirements and established work practices.
• Recognize personal skill and safety boundaries, stop work when conditions are unsafe, and escalate work outside training or authorization.
• Follow established information security and compliance requirements and promptly escalate identified or suspected issues to InfoSec/GRC.
• Perform assigned onsite security and vulnerability remediation tasks under the guidance of InfoSec/GRC, including patching, configuration changes, validation, or 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 ability to follow documented procedures.
• Working 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.
• Minimum age: at least 18 years old.

Qualifications

• 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.

Benefits

• Free ski passes for employees, discounted lift tickets for friends and family, and free ski lessons.
• Employee discounts on lodging, food, gear, and mountain shuttles.
• 401(k) Retirement Plan.
• Employee Assistance Program.
• Excellent training and professional development.
• Full-time roles eligible for 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.

Pay

Starting wage: $61,534.00 per year. Expected total compensation: $61,534.00. Individual compensation decisions are based on a variety of factors.

Schedule

Employment type: Year-round, full-time. Schedule may include weekends, holidays, after-hours support, and on-call coverage based on business need.