Technical Specialist

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At Breckenridge Grand Vacations, we believe in Sharing Smiles by creating unforgettable experiences for every guest and owner. As a Technical Specialist, you’ll be the guardian of our technological backbone, ensuring every computer, phone, and network system operates with peak efficiency and reliability.

IT
- Technical Specialist

Location: Breckenridge, CO

Position Type: Full-time Non-Exempt

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

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

• 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., Zen Desk).
• Respond promptly to all e‑mail 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 seven weeks).
• 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.

• Previous IT support experience in a hospitality or resort environment.
• Experience with a ticketing system like Zen Desk.
• 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.

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

As a Tech II, you’ll:

• Craft 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…