Castle Mountain Resort Inc. Internal IT Support Full Time in Castle Mountain, AB

Castle Mountain Resort Inc.

Branch Castle Mountain AB CA

Internal IT Support
Castle Mountain, AB

IT Support is also responsible for recording problems/solutions within the IT department. Direct work experience in an IT support capacity….

Reports To: Director of Finance


Internal IT Support is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. IT Support is also responsible for recording problems/solutions within the IT department.

Core Competencies

Quality Orientation

Time Management

Creative and Innovative Thinking

Development and Continual Learning

Problem Solving

Accountability and Dependability

Research and Analysis

Decision making and Judgement

Operating Equipment

Providing Consultation

Ethics and Integrity

Planning and Organizing

Mathematical Reasoning

Enforcing Laws, Rules and Regulations

Mediating and Negotiating

Coaching and Mentoring


Energy & Stress

Team Work

Job Duties

Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on.

Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.

Diagnose and resolve minor network issues (e.g. LAN access).

Recognize and escalate deeper and more complex issues to a support technicians.

Assist PC and network technicians by troubleshooting software, hardware, and network issues.

Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, and so on.

Accurately log work orders/IT tickets maintain vigilant maintenance of this process.

Prioritize work orders/IT tickets according to severity.

Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements.

Empower employees to find the tools to find IT solutions.

Provide training to employees, teaching basic IT skills to minimize unnecessary tickets.

Use IT log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.

Compile, maintain, and file all repair records, reports, and other documents as required.

Always maintain a high degree of professionalism, courteousness, and friendliness.


High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience.

CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification preferred.

Direct work experience in an IT support capacity.

Ability to diagnose problems, perform repairs on IT assets, and provide support for a wide range of applications.

Experience with Siriusware, Sage, Squirrel, Moneris and SQL an asset.

Able to quickly analyze issues and determine best course of action using available resources.

Sound judgment to escalate IT issue

Knowledge of IT management software tools.

Excellent written, oral, and telephone communication skills.

Able to communicate in user-friendly language.

Knowledge of computer workstation setup.

Exceptional multi-tasking abilities and prioritization skills.

Strong customer service mindset.

Team player able to work under pressure.

Working Conditions

Weekends and Evening work will be required.

Some travel may be required.

Manual dexterity required to use desktop computer and peripherals.

Ability to physically inspect equipment.

Able to lift at least 50 lbs.

Overtime as required


Starting wage $15 per hour Wage may fluctuate based on experience

Period of Employment:
Start date will be the week commencing 4 August 2015

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Castle Mountain, AB, CA
Posted on: 2015-07-31
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