IT- Technical Specialist

Location: Breckenridge, CO

Position Type: Full-time Non-Exempt

Compensation: $25.50 - $30.00/hr. (DOE)

About the Role:

As our Systems Administrator, you will be essential to Sharing Smiles by ensuring seamless, reliable technology that creates unforgettable experiences for our guests and owners. You will be the guardian of our digital infrastructure, with a core mission to ensure all systems function properly and are always working, directly supporting our teams who serve on the front lines. This hands-on role requires a proactive expert responsible for our entire computer network and telecommunication systems, from managing servers and firewalls to providing exceptional internal support. You will embody a proactive philosophy, taking ownership to ensure maximum uptime by anticipating needs and resolving issues, ultimately helping us close the loop on guest concerns. This position is perfect for a solutions-oriented professional who thrives on both strategic planning and hands-on technical work and is committed to being the reliable backbone that empowers our entire company to deliver GRAND vacations. 

This role requires 24/7 on-call availability for critical system needs.

Key Responsibilities:

• Provide first-line technical advisement and support for both hardware and software issues.
• Serve as the “End of the Line” for support requests, resolving situations completely whenever possible without passing them along.
• Diagnose and resolve issues with computers, phones, printers, and other peripherals.
• Follow up on any situation that is not fully resolved at the time of the initial request.
• Create, change, and delete end-user accounts and services in Active Directory and other systems.
• Assist in keeping company computer and phone systems current and functioning properly.
• Perform basic repairs and maintenance on computer hardware and office equipment.
• Deploy new hardware (computers, phones, etc.) and software as directed.
• Be responsible for tracking and maintaining all computer and phone hardware.
• Manage and prioritize personal technical work queue within the ticketing system (e.g.,ZenDesk).
• Respond promptly to all email and voicemail correspondence.
• Maintain accurate documentation and records.
• Uphold Hospitality Standards and provide exceptional, courteous service to all end-users.
• Maintain positive working relationships with all contacts across the company.
• Attend and participate in company training sessions and department staff meetings.
• Perform on-call duties for one week on a rotating schedule (approximately once every 7weeks).
• Travel between Breckenridge Grand Vacations properties as required.
• Perform physical tasks such as lifting (25-50 lbs.), kneeling, and crawling to install or repair equipment.

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; OR six months to one year of related IT experience and/or training; OR an equivalent combination of education and experience.
• Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) with a minimum of two years of experience.
• Ability to operate and perform minor repairs to office equipment (computers, printers, phones).
• Must possess a valid US driver’s license with an acceptable driving record.
• Must have reliable transportation to travel between Breckenridge Grand Vacations properties.
• Ability to lift 25-50 pounds and perform physical tasks such as stooping, kneeling, crouching, and crawling for equipment installation and maintenance.

Preferred Qualifications:

• Previous IT support experience in a hospitality or resort environment.
• Experience with a ticketing system like ZenDesk.
• Hands-on experience with user account management in Active Directory or Microsoft 365.
• Basic understanding of network concepts (e.g., cabling, VLANs, switch management).
• Familiarity with troubleshooting phone systems (VoIP).
• Experience with hardware deployment and imaging processes.
• Bilingual capabilities.
• Proven ability to explain technical concepts to non-technical users with patience and clarity.
• A proactive, problem-solving mindset with a strong desire to take initiative.
• A deep commitment to providing exceptional customer service, aligned with an "End of the Line" resolution philosophy.

Career Advancement Pathway: Technical Specialist I to II

Technical Specialists are eligible for promotion to Tech II after demonstrating consistent proficiency across four key performance areas. The promotion is based on a structured IT Tech Matrix Program and requires meeting specific, measurable goals.

1.  Customer Service Proficiency

Achieve all measurable KPIs related to service, including:

Communication: Providing efficient, clear, and easy-to-understand communication with end-users and other business units.

Satisfaction: Maintaining high scores on internal or external service satisfaction surveys.

Resolution: Effectively resolving guest and owner situations per the "End of the Line" philosophy

2.  Technical Skill Development

Achieve all measurable KPIs proving mastery of technical skills, such as: 

Ticket Management: Effectively using ZenDesk to manage, prioritize, and update support requests.

System Administration: Demonstrating proficiency in Active Directory, Microsoft 365 Admin Centers, telephone systems, and network troubleshooting.

Hardware/Deployment: Successfully deploying new hardware and software with minimal errors.

3. Team Collaboration

Achieve all measurable KPIs related to teamwork, including:

Feedback: Actively giving and welcoming constructive feedback to help the team succeed.

Morale: Contributing to a positive team spirit and building morale.

Support: Acting as a primary point of escalation for other help desk team members.

4. BGV Culture

Achieve all measurable KPIs aligned with company values, such as:

Initiative: Taking initiative and performing tasks without being asked.

Professionalism: Upholding company core standards and policies.

Improvement: Supporting strategic initiatives and introducing new ideas to enhance efficiency.

Final Verification: Promotion requires supervisor verification that all skills are demonstrated and all KPIs for the competencies above have been consistently met.

Additional Responsibilities as a Tech II:

Once promoted, a Technical Specialist II will take on more advanced duties, including:

• Crafting excellent documentation for the knowledge base.
• Devising and deploying customized automations.
• Leading help desk training seminars.
• Assisting management with forecasting and project planning.
• Acting as the primary technical escalation point for the team.

Compensation & Benefits:

• Health, vision, and dental insurance plans
• Company-paid life insurance coverage
• Voluntary Life and Accidental Death/Dismemberment Insurance
• HSA and FSA-Dependent Care Accounts
• Retirement plan
• Generous paid time off (PTO) and sick leave to support work-life balance
• Volunteer Time Off - Paid opportunities to give back to Summit County
• Bereavement leave
• Biannual bonuses
• Tuition Reimbursement Program
• Employee Wellness programs to support physical and mental health
• Lifestyle perks: Ski/Rec center pass loan programs, lodging and gear discounts, sporting/concert event tickets, pet insurance partner discounts and access to Summit Medallions: Occasional-use transferable passes for access to 6 premier resorts (A-Basin to Vail) via owners’ program

About Our Company:

Breckenridge Grand Vacations is a locally owned resort developer with a 40-year history in Summit County. We've been recognized as a Top Workplace for our employee-focused culture and commitment to responsible growth and giving back to the place we call home.

Applications will be accepted until January 6, 2026.

We value diversity and welcome applicants from all backgrounds. Equal Opportunity Employer.