Job Description

Overview:

Join Country Walkers and VBT Bicycling Vacations; an award winning, Vermont based, active travel company and be part of our high performing, international team. We offer deluxe, small-group bicycling and hiking tours worldwide at a variety of levels and paces. Positively impacting people's lives through active travel experiences is what we're all about! We're seeking a detail-oriented and driven professional to join our team as an IT Systems Support Technician. As an IT Systems Support Technician, you will have the primary responsibility for the day-to-day support and administration of the end-user PC-related environment as well as front-line support for our reservation, content management, and guest online portal applications. As the first line of support, this position requires empathy, patience, and strong problem-solving skills. The successful candidate will have a history of providing exceptional customer service.
Responsibilities:
Responsible for day-to-day procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordinating of service desk functions at VBT | Country Walkers. + Manage processing of incoming requests and incidents via ServiceNow ticketing system, telephone, chat, and email.
+ Document all pertinent information and the nature of a problem or issue.
+ Ensure requests and incidents are resolved in a timely fashion.
+ Support onsite and remote users to complete their daily work.
+ Escalate or dispatch tickets to the appropriate support resources.
+ Develop and maintain a knowledge base of known issues and resolutions.
Primary IT support resource for VBT | Country Walkers office and remote staff (US and overseas) with the assistance of corporate and regional resources, as needed. Primary troubleshooting support for content management system (CMS), reservation system, and online guest portal. Diagnose complex errors or technical problems and determine proper solutions. Support desktop applications for end users. Assist with IT software license compliance. Administers system backups at VBT | Country Walkers. Assists with minimizing organizational costs and maintaining operating efficiency through asset management and tracking. + Responsible for asset lifecycle for laptops, desktops, printers, smartphones, etc.
+ Annual confirmation of IT capital assets.
Assist with server and workstation patching requirements, as needed. Provide support and assistance to the Xanterra Incident Response Team, as needed and requested. Manage e-waste disposal in accordance with Xanterra Corporate policies and platform at VBT | Country Walkers. Serves in an on-call capacity for after-hours/non-business hours support



Qualifications:

Education/Experience

: Associates degree in Information Technology. Equivalent work experience can substitute for formal education, 1-3 years of IT experience is required with a background in hospitality, or consumer-oriented systems strongly preferred.

Technical Knowledge:

Strong PC and laptop skills including provisioning, Windows 10 and 11 Operating System knowledge, security setup, etc. Ability to work in IT support desk environment and tracking work details in IT ticketing system, ServiceNow. Basic familiarity of PC Networking (wired and wireless) as well as the use of VPN Software.

IT Customer Service:

Direct customer service/support experience in an IT environment as a first-tier support representative.

Work Ethic:

Capacity to work in a fast-paced environment where project priorities, task deadlines, and assignments can change quickly and with little notice. Must be a self-starter who can work with minimal supervision while working within the guidelines set by supervisors.

Communication Skills:

Ability to communicate both verbally and in a written format is critical due to the amount of documentation and training required within the job duties.

Security Knowledge -

Knowledge and prior experience with application security compliance and role requirements is preferred.

Applications Experience -

Experience and/or familiarity with the following types of applications is preferred but not required: Microsoft 365, CoPilot, Customer Reservation, Call Center platforms, Customer Data Management, etc.

Things that will set you apart:

Use of and management of VPN software Tools to remotely manage and/or deploy applications to PCs Knowledge of ServiceNow Maintenance of Windows Active Directory Working knowledge of MFA/2FA systems * Understanding of ITIL 4 / ITSM service models