Qureos Mentor

Big Snow Resorts

Title: Resort Technology Support TechnicianSeat: Resort Technology SupportReports To: CTOHome Resort: Granite Peak (WI) Locations Covered: Granite Peak (WI), Lutsen Mountains (MN), Snowriver (MI)Compensation: $58,000-$69,000 (based on experience)Benefits: 401K | Health, Dental, &amp; Vision Insurance | HSA (Health Savings Account) | PTO (Paid Time Off) | Season PassCompany Overview:Midwest Family Ski Resorts is a multi-generational family-owned and operated mountain resort with 3 of the oldest and largest resorts in Minnesota, Wisconsin, and Michigan. Our company culture reflects family focused values due to our family ownership, our management team, and our guests, who are primarily Midwest families. We rely on team members who are excited about taking ownership of their role, adapting to change, and working collaboratively with our family of team members.Core Purpose of Seat:Ensure all hardware, software, network systems, and technology used across the resort to operate reliably, safely, and efficiently. Provide onsite support to staff, maintain critical equipment, and minimize downtime across guest-facing and operational systems.Key AccountabilitiesHardware Install, Maintenance &amp; Troubleshooting<ul><li>Maintain and repair workstations, laptops, printers, kiosks, phones, radios, tablets, and point-of-sale devices.</li><li>Manage hardware lifecycle: deployment, updates, replacements, and inventory tracking.</li></ul>Software Management &amp; User Support<ul><li>Install, update, and troubleshoot approved software (POS, PMS, Axess, Windows, productivity tools).</li><li>Ensure licenses, permissions, and user accounts are provisioned accurately.</li><li>Provide frontline support to staff through help with tickets or direct escalation.</li></ul>Network &amp; Connectivity Support<ul><li>Support local network performance: Wi-Fi, wired connections, switches, and access points.</li><li>Troubleshoot connectivity issues impacting Guest Services, ticketing, rentals, F&amp;B, and operations.</li><li>Coordinate with central IT/third parties on infrastructure issues beyond the onsite scope.</li></ul>Axess, POS &amp; Guest-Facing System Support<ul><li>Support resort-critical systems including Axess gates, ticket printers, POS terminals, kiosks, and digital signage.</li><li>Troubleshoot scanners, RFID equipment, webcams, barcode/QR devices, and payment terminals.</li><li>Work closely with Guest Services and Ticketing teams during peak times or new product rollouts.</li></ul>Technology Onboarding &amp; Training<ul><li>Set up hardware/software for new year-round hires</li><li>Provide training to new managers on equipment use, POS basics, logins, and best practices.</li><li>Ensure resort teams have the skills to use technology tools correctly and train their own teams.</li><li>Provide troubleshoot guides and tools to front line managers and supervisors.</li></ul>Security, Data Integrity &amp; Compliance<ul><li>Maintain secure device configuration (passwords, user permissions, antivirus, patching).</li><li>Ensure PCI compliance with payment equipment and POS systems.</li><li>Protect sensitive systems from unauthorized access or improper use.</li></ul>Documentation, SOPs &amp; Preventative Maintenance<ul><li>Maintain tech inventory lists, configuration records, troubleshooting guides, and update logs.</li><li>Complete routine inspections of gates, printers, terminals, and workstations.</li><li>Document known issues and provide recommendations for improvements or upgrades.</li></ul>Cross-Resort Technical Support (Remote &amp; Onsite)<ul><li>Provide remote support for all three MFSR resorts by responding to shared IT tickets, helping troubleshoot issues across locations, and ensuring consistent service standards.</li><li>Travel to other resorts occasionally for needed support/coverage, high-priority projects, system rollouts, equipment installs, seasonal ramp-up, or hands-on troubleshooting needs.</li><li>Coordinate with onsite tech teams (where applicable) to share knowledge, resolve escalations, and maintain alignment in hardware/software standards across the enterprise.</li></ul>Required Skills &amp; Qualifications<ul><li>1&ndash;3 years of IT support, help desk, or hardware/software technician experience.</li><li>Strong troubleshooting ability for Windows devices, printers, POS stations, kiosks, scanners, and basic network issues.</li><li>Ability to install, configure, maintain, and repair workstation hardware and peripherals.</li><li>Familiarity with user account management, permissions, and software installation.</li><li>Working knowledge of Wi-Fi troubleshooting, IP-based devices, and general networking principles.</li><li>Customer service mindset with strong communication skills for supporting non-technical staff.</li><li>Ability to manage IT tickets and resolve issues within set timelines.</li><li>Willingness to travel occasionally to other resorts for projects or escalations.</li><li>Ability to lift and move hardware as needed (printers, terminals, UPS units, etc.).</li></ul>Preferred Skills &amp; Qualifications<ul><li>Experience supporting technology in hospitality, ski resorts, or other seasonal/guest-focused industries.</li><li>Knowledge of POS systems and peripherals like ticket printers and access gates.</li><li>Experience with PMS/hospitality software</li><li>Familiarity with RFID, ticketing gates, webcams, digital signage, and payment terminals.</li><li>Basic understanding of PCI compliance and secure handling of payment equipment.</li><li>Experience with radios, repeaters, or mountain operations communication equipment.</li><li>Knowledge of networking basics (VLANs, switches, access points, remote management tools).</li><li>Ability to write documentation, SOPs, and troubleshooting guides.</li><li>Experience working across multiple locations or supporting distributed teams.</li></ul>Work Environment &amp; Travel:<ul><li>Role may split time between multiple MFSR locations.</li><li>Requires both office-based and on-mountain/on-site troubleshooting work.</li><li>Weekends and extended hours during peak seasons or major rollouts.</li></ul>Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business.Job Type: Full-timePay: $58,000.00 - $69,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Employee discount</li><li>Flexible schedule</li><li>Health insurance</li><li>Health savings account</li><li>Paid time off</li><li>Parental leave</li><li>Relocation assistance</li><li>Vision insurance</li></ul>Work Location: In person

Resort Technology Support Technician

Title: Resort Technology &amp; Product SpecialistSeat: Resort Technology Support Technician &amp; Product Build &amp; MaintenanceReports To: CTOHome Resort: Granite Peak (WI) Locations Covered: Granite Peak (WI), Lutsen Mountains (MN), Snowriver (MI)Compensation: $61,500-$74,500 (based on experience)Benefits: 401K | Health, Dental, &amp; Vision Insurance | HSA (Health Savings Account) | PTO (Paid Time Off) | Season PassCompany Overview: Midwest Family Ski Resorts is a multi-generational family-owned and operated mountain resort with 3 of the oldest and largest resorts in Minnesota, Wisconsin, and Michigan. Our company culture reflects family focused values due to our family ownership, our management team, and our guests, who are primarily Midwest families. We rely on team members who are excited about taking ownership of their role, adapting to change, and working collaboratively with our family of team members.Position Overview: The Resort Technology &amp; Product Systems Specialist supports both the technology infrastructure and product configuration systems for Midwest Family Ski Resorts (MFSR). This role blends hands-on technology support with ownership of product builds across Axess, POS, PMS, and e-commerce platforms.The Specialist ensures all resort systems function reliably; products are built accurately, and staff receive effective support and training. With responsibilities spanning three resorts, this role plays a critical part in delivering a seamless guest experience, operational efficiency, and revenue integrity.Core Purpose of Seat: Ensure all onsite technology and digital product systems operate reliably, accurately, and consistently across MFSR by providing hands-on technology support, maintaining system integrity, and delivering high-quality, cross-resort product configuration and operational support.Key Accountabilities: Technology Support &amp; Systems Reliability <ul><li>Install, maintain, and troubleshoot computers, tablets, printers, radios, TVs, kiosks, and POS/equipment.</li><li>Support and administer software including Axess, POS platforms, PMS tools, and company-approved applications.</li><li>Resolve support tickets, escalations, and onsite issues while maintaining clear communication with users.</li><li>Assist with basic networking: Wi-Fi troubleshooting, connectivity checks, and device connectivity.</li></ul>Product Build &amp; Configuration (Axess, POS, E-Commerce) <ul><li>Build and maintain all resort products: lift tickets, season passes, rentals, lessons, lodging/activities, F&amp;B items, bundles, and add-ons.</li><li>Ensure accuracy of pricing, availability, tax settings, rules, restrictions, and product logic.</li><li>Standardize naming conventions, product structure, templates, and workflows across all three resorts.</li><li>Test product functionality across Axess, POS, kiosks, and online platforms before launching.</li></ul>Guest-Facing &amp; Operational Systems Support <ul><li>Troubleshoot Axess gates, ticket printers, POS terminals, kiosks, scanners, webcams, RFID devices, and digital signage.</li><li>Partner with Guest Services, Ticketing, Rentals, Snow School, and F&amp;B to support peak operations and seasonal launches.</li><li>Assist with new product rollouts and system deployments impacting frontline teams.</li></ul>Cross-Resort Technical Support &amp; Collaboration <ul><li>Provide remote support for shared IT tickets across MFSR locations.</li><li>Travel to other resorts for projects, seasonal ramp-ups, rollouts, hardware deployments, and onsite troubleshooting.</li><li>Maintain alignment in technology standards, system behavior, and product structures across all three resorts.</li></ul>User Setup, Training &amp; Documentation <ul><li>Set up hardware and software for new hires and new managers.</li><li>Provide training on POS basics, product workflows, equipment use, troubleshooting steps, and best practices.</li><li>Create and maintain SOPs, troubleshooting guides, and internal knowledge resources.</li></ul>Security, Compliance &amp; Data Integrity <ul><li>Maintain secure device configurations, antivirus protection, updates, and patching.</li><li>Support PCI compliance with POS, payment terminals, and guest transaction systems.</li><li>Ensure product and system accuracy supports correct financial reporting and revenue integrity.</li></ul>Preventative Maintenance &amp; Continuous Improvement <ul><li>Conduct routine inspections of gates, terminals, kiosks, printers, and workstations.</li><li>Track and document recurring issues; deliver recommendations for improvements and upgrades.</li><li>Support seasonal readiness work: equipment prep, system testing, rollout of annual operational updates.</li></ul>Required Qualifications:<ul><li>2+ years of experience in IT support, systems administration, POS systems, or technology troubleshooting.</li><li>Strong proficiency with hardware support (computers, printers, POS equipment, kiosks, tablets).</li><li>Experience with product creation in Axess, POS, e-commerce, or hospitality systems.</li><li>Ability to diagnose and resolve software, hardware, and basic network issues.</li><li>High attention to detail and accuracy, especially in product builds and pricing.</li><li>Strong communication skills; able to support users with varying technical abilities.</li><li>Ability to travel between resort locations as needed.</li><li>Ability to work in dynamic, high-volume, and seasonal operations.</li></ul>Preferred Qualifications: <ul><li>Experience working in ski resorts, hospitality, or guest-facing operational environments.</li><li>Familiarity with Axess, Siriusware/RTP, Inntopia, Toast, PMS tools, or similar systems.</li><li>Exposure to basic network administration (Wi-Fi troubleshooting, switches, access points).</li><li>Experience supporting transactional or operational systems in a multi-site environment.</li><li>Experience with SQL, reporting tools, or product logic workflows (not required but beneficial).</li></ul>Work Environment &amp; Travel: <ul><li>Role may split time between multiple MFSR locations.</li><li>Requires both office-based and on-mountain/on-site troubleshooting work.</li><li>Weekends and extended hours during peak seasons or major rollouts.</li></ul>Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business.Job Type: Full-timePay: $61,500.00 - $74,500.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Employee discount</li><li>Flexible schedule</li><li>Health insurance</li><li>Health savings account</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Resort Technology & Product Specialist

Join Big Snow Resorts and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Big Snow Resorts

ABOUT_COMPANY

Resort Technology Support Technician

Resort Technology & Product Specialist