IT Support Specialist

Sugar Bowl Resort is seeking a motivated and customer-focused IT Support Technician to join our small, hands-on technology team. The ideal candidate is comfortable working independently across a multi-site resort environment, takes pride in keeping systems running, and thrives in a fast-paced setting where no two days are exactly the same.

Why Sugar Bowl?

Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to "sunny California" since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts alike.

Who You Are:

• 2+ years of experience in a helpdesk, IT support, or systems administration role
• Strong working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint)
• Experience supporting and troubleshooting point-of-sale systems and networked peripherals
• Familiarity with Active Directory, Group Policy, and basic user account management
• Working knowledge of server room layout, operations, and basic infrastructure
• Comfortable working with Ubiquiti networking equipment (APs, switches) at a support level
• Experience with or willingness to learn MDM platforms such as Microsoft Intune
• Strong understanding of printer installation, maintenance, and repair
• Excellent written and verbal communication skills -- able to translate technical issues for non-technical staff
• Strong documentation habits; experience with a ticketing system (Zoho Desk or similar)
• Able to work independently, prioritize multiple open issues, and escalate appropriately
• Physically able to perform the requirements of the role including lifting equipment, working outdoors, and moving between resort locations in all weather conditions
• Prior experience in the ski or outdoor recreation industry is strongly preferred -- you understand the seasonal rhythms, the environment, and what it means when a lift gate goes down on a powder day

What You'll do:

• Serve as the first point of contact for all IT support requests submitted via Zoho Desk, phone, or in person; triage, respond to, and resolve helpdesk tickets in a timely manner
• Provide hands-on support for point-of-sale systems, including RTP One terminals, InfoGenesis F&B POS, associated receipt printers, and peripherals across all resort locations
• Respond to and ensure service for internal staff and resort guests related to computer, internet, and audio-visual systems support
• Set up, configure, image, and deploy workstations, laptops, tablets, and other end-user devices; maintain an organized inventory of hardware
• Support user onboarding and offboarding processes including Microsoft 365 account provisioning, Active Directory management, and device setup
• Perform scheduled inspection, maintenance, and hands-on repairs of Axess lift gating hardware across all gate locations; replace rollers and wear components, inspect and replace weather seals, diagnose lane failures, and coordinate with senior IT staff or the vendor on complex issues
• Provide support for outdoor wireless infrastructure, camera hardware, and wireless handheld devices used across resort operations
• Assist with department moves and workstation relocations across resort locations
• Install, maintain, and troubleshoot printers and other shared peripherals throughout the resort
• Support Ubiquiti wireless infrastructure at a first-response level; escalate network issues to the Senior IT Engineer
• Assist with Microsoft Intune enrollment and endpoint management as the program is expanded
• Perform scheduled preventative maintenance on technology equipment across all locations
• Maintain thorough documentation of system configurations, support procedures, and recurring issues in SharePoint and Zoho Desk; assist in building and maintaining resort-wide IT procedures
• Provide basic support and user training for resort systems including RTP One, and InfoGenesis
• Complete project-based work as directed by the Head of Technology and IT Operations

Physical Requirements:

• Ability to lift and carry equipment up to 50 lbs
• Ability to work outdoors in varying mountain weather conditions, including snow, ice, and cold temperatures
• Ability to move between multiple resort locations on foot or by vehicle
• Comfortable working in server rooms, mechanical spaces, and lift terminal environments
• Ability to climb ladders and work in confined spaces as needed for cable runs and equipment installation

Winter Benefits:

• Employer sponsored 401k plan after 1,000 worked hours and one (1) year of service
• Paid sick time
• Employee Assistance Program (EAP)
• Professional development opportunities
• Free ski and tubing passes for employees
• Free ski passes for dependents
• 50% off food at our restaurants
• Free group ski and snowboard lessons for employees
• Employee discounted lift tickets for family and friends
• Lift ticket discounts at multiple resorts including 24 Mountain Collective destinations
• Hotel discounts
• Employee ski reciprocal programs

Sugar Bowl Resort believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, hair, religion, sex, sexual orientation, gender identity, gender orientation, gender expression, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age, physical or mental disability, medical condition, or any other status protected by federal, state or local law, ordinance or regulation. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall, and termination.