IT Systems Analyst

Job Description

Job Description

Position purpose

Keep resort business systems reliable and help employees use technology effectively. Analyze workflows, support applications and reporting, and deliver approved improvements while providing hands-on workstation and guest connectivity support. Work with resort departments and vendors under the designated IT leader's priorities and Bear Den technology standards.

Essential responsibilities

• Meet with departments to document business needs, current workflows, system issues and proposed improvements. Estimate effort, dependencies and vendor needs for designated IT leader review.

• Troubleshoot business applications and data issues; reproduce problems, identify causes and coordinate fixes with vendors. Configure systems and develop approved reports, queries or small automations within demonstrated skills and assigned access.

• Test proposed changes with users, document results and obtain required approval before production release. Maintain rollback instructions and communicate planned outages.

• Provide employee support for workstations, software, peripherals and connectivity. Record requests, actions and resolutions in the designated support system; prioritize guest-facing outages and escalate promptly.

• Assist with guest Wi-Fi and approved connected devices in resort buildings and resort facilities, including energy-management systems where installed. Coordinate with Facilities and vendors for equipment access and specialist work.

• Maintain system instructions, support procedures, asset records and troubleshooting guides. Train employees and prepare coverage notes so critical knowledge is shared.

• Follow approved access, patching, data-handling and security procedures. Support account changes only after authorization, protect guest and employee information, and immediately escalate suspected security incidents.

• Communicate service interruptions and recurring problems to the designated IT leader and affected departments. Recommend practical improvements that reduce repeat failures and manual work.

• Follow resort safety and guest-service expectations. Perform related duties consistent with the position and training.

Qualifications

• Three or more years of relevant application support, systems analysis or combined IT support experience, with evidence of independent troubleshooting and successful user support.

• Relevant degree, technical education or equivalent practical experience. A bachelor's degree is helpful but is not required when equivalent skills are demonstrated.

• Ability to document requirements, investigate data discrepancies, test changes and explain technical issues clearly to employees and vendors.

• Working knowledge of Windows workstations, Microsoft 365 applications, basic networking and Wi-Fi troubleshooting, and secure handling of user access and information.

• Experience with reporting tools and relational data. SQL, Microsoft Access, VBA and SAP Crystal Reports are preferred only if used in Catamount's confirmed environment; the designated IT leader will confirm which are essential before posting.

• Strong organization, service judgment and follow-through; ability to manage interruptions while completing scheduled work. Hospitality or resort systems experience is preferred.

Authority and working relationships

Resolve routine issues and make approved configuration changes within assigned permissions. The designated IT leader approves technology purchases, vendor commitments, production changes and access exceptions. Department leaders validate business requirements and acceptance of changes. Facilities and qualified vendors retain responsibility for building infrastructure and specialist repairs. This role does not establish enterprise architecture, approve security exceptions or exercise employee disciplinary authority.

Schedule and working conditions

Primarily onsite across resort offices and guest facilities, with occasional outdoor travel between locations. Some weekend, holiday and evening coverage is required based on a defined schedule. Any on-call rotation, response expectations and compensation will be documented before assignment. Record all time worked, including remote troubleshooting and after-hours responses, under company timekeeping procedures.

Work includes computer use, walking between facilities, bending and accessing equipment areas, and occasionally moving equipment weighing up to 25 pounds. Essential functions may be performed with reasonable accommodation. Only perform equipment access or repair tasks for which training and safe access are provided.

Measures of success

• Support requests are documented, prioritized and resolved or escalated within agreed service expectations; recurring issues receive corrective action.

• System changes are tested and approved, with accurate documentation and clear communication to affected departments.

• Users receive practical training; critical systems have usable support instructions and backup coverage.

This description summarizes the proposed role and may be updated as business needs change. It is not an employment contract. HR and the designated IT leader must confirm Catamount's employing entity, primary work location, reporting line, systems, schedule and applicable New York and Massachusetts requirements before posting.