IT Field Support Analyst

What perks can you expect?

• A full suite of benefits, including flexible time off and a 401k contribution matching plan
• Work in a dynamic, culturally diverse team from around the globe
• Work experience in an iconic, unforgettable, and inspiring location
• Discounts at our hotels, restaurants, attractions and retail. 
• The chance to work in an inclusive culture and make life-long friends 
• Access to subsidized mental health and wellness resources
• Opportunities for career growth or future work at other Pursuit locations 

What will be your daily pursuit?

The IT Field Support Analyst is a key member of our extremely collaborative information technology team. Our colleagues whom we support count on us for prompt and reliable technology design and support across our locations in Canada, Iceland, and the USA. The IT Field Support Analyst troubleshoots problems in a timely and accurate fashion to completion or escalates to the next tier of support. Work is performed with supervision and requires initiative and judgement.

What will your compensation be?

$69,000 annually

When does this adventure begin?

This role is scheduled to start February of 2025!

What will you do in this job?

System Support and Maintenance

• Assist with level-2 technical support of all computing, peripheral, network, and system issues via ticketing system. Assist staff with technical support of desktop computers, applications, and related technology.  
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.  
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.  
• Work is performed with little supervision and requires initiative and judgement.  
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.  
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.  
• Works closely with Service Desk and has accountability to Tier 2-3 staff to determine direction and resolve problems received from clients.  
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.  
• Trains and orients staff on use of hardware and software  
• Assist in core infrastructure installation such as pulling cables, terminating network and phone connections, installing racks, racking servers and switches.
• Maintain information security by supporting tools on servers to monitor security events and manage desktop.
• Assists in documenting and maintaining the IT inventory at each property.
• Collaborate with off-site shared services team.
• Participate in a 24/7 On-Call rotation schedule.

What skills and experience do you need for this job?

• A degree in Information Technology or related field, or equivalent experienceis required.
• 1-2 years’ experience installing and supporting desktop computers and peripherals (MS Windows and MAC preferred)
• A solid foundation in operating systems, hardware components, system integrations and troubleshooting techniques is essential.
• A robust knowledge of networking fundamentals is helpful, including understanding protocols, diagnosing network issues, and managing network devices.
• Experience working in a hospitality related environment with technologies including Point-of-Sale systems, receipt printers, scanners, etc. is preferred.
• Experience working with Microsoft Office 365 and Teams platform.
• Ability to author non-trivial documents with both text and graphical elements and using these documents to keep diverse types of operational teams and staff informed.  
• Self-starter and thought leader for the infrastructure department and is expected to bring ideas to the table for consideration.  
• Professional, and able to communicate complex concepts patiently and effectively to audiences with varying skill levels, in person, on the phone, and via email.  
• Strong commitment to building positive working relationships.  
• Willingness to work with a geographically dispersed team in a seasonal environment.  
• Ability to organize and prioritize multiple tasks in a fast-paced environment.  
• Sense of urgency to complete job duties accurately and in a timely manner.  
• Solid written and verbal communication skills.  
• Hospitality and service-focused mindset