Resort Technology Support Technician

Title: Resort Technology Support Technician

Seat: Resort Technology Support

Reports To: CTO

Home 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, & Vision Insurance | HSA (Health Savings Account) | PTO (Paid Time Off) | Season Pass

Company 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 Accountabilities

Hardware Install, Maintenance & Troubleshooting

• Maintain and repair workstations, laptops, printers, kiosks, phones, radios, tablets, and point-of-sale devices.
• Manage hardware lifecycle: deployment, updates, replacements, and inventory tracking.

Software Management & User Support

• Install, update, and troubleshoot approved software (POS, PMS, Axess, Windows, productivity tools).
• Ensure licenses, permissions, and user accounts are provisioned accurately.
• Provide frontline support to staff through help with tickets or direct escalation.

Network & Connectivity Support

• Support local network performance: Wi-Fi, wired connections, switches, and access points.
• Troubleshoot connectivity issues impacting Guest Services, ticketing, rentals, F&B, and operations.
• Coordinate with central IT/third parties on infrastructure issues beyond the onsite scope.

Axess, POS & Guest-Facing System Support

• Support resort-critical systems including Axess gates, ticket printers, POS terminals, kiosks, and digital signage.
• Troubleshoot scanners, RFID equipment, webcams, barcode/QR devices, and payment terminals.
• Work closely with Guest Services and Ticketing teams during peak times or new product rollouts.

Technology Onboarding & Training

• Set up hardware/software for new year-round hires
• Provide training to new managers on equipment use, POS basics, logins, and best practices.
• Ensure resort teams have the skills to use technology tools correctly and train their own teams.
• Provide troubleshoot guides and tools to front line managers and supervisors.

Security, Data Integrity & Compliance

• Maintain secure device configuration (passwords, user permissions, antivirus, patching).
• Ensure PCI compliance with payment equipment and POS systems.
• Protect sensitive systems from unauthorized access or improper use.

Documentation, SOPs & Preventative Maintenance

• Maintain tech inventory lists, configuration records, troubleshooting guides, and update logs.
• Complete routine inspections of gates, printers, terminals, and workstations.
• Document known issues and provide recommendations for improvements or upgrades.

Cross-Resort Technical Support (Remote & Onsite)

• Provide remote support for all three MFSR resorts by responding to shared IT tickets, helping troubleshoot issues across locations, and ensuring consistent service standards.
• Travel to other resorts occasionally for needed support/coverage, high-priority projects, system rollouts, equipment installs, seasonal ramp-up, or hands-on troubleshooting needs.
• Coordinate with onsite tech teams (where applicable) to share knowledge, resolve escalations, and maintain alignment in hardware/software standards across the enterprise.

Required Skills & Qualifications

• 1–3 years of IT support, help desk, or hardware/software technician experience.
• Strong troubleshooting ability for Windows devices, printers, POS stations, kiosks, scanners, and basic network issues.
• Ability to install, configure, maintain, and repair workstation hardware and peripherals.
• Familiarity with user account management, permissions, and software installation.
• Working knowledge of Wi-Fi troubleshooting, IP-based devices, and general networking principles.
• Customer service mindset with strong communication skills for supporting non-technical staff.
• Ability to manage IT tickets and resolve issues within set timelines.
• Willingness to travel occasionally to other resorts for projects or escalations.
• Ability to lift and move hardware as needed (printers, terminals, UPS units, etc.).

Preferred Skills & Qualifications

• Experience supporting technology in hospitality, ski resorts, or other seasonal/guest-focused industries.
• Knowledge of POS systems and peripherals like ticket printers and access gates.
• Experience with PMS/hospitality software
• Familiarity with RFID, ticketing gates, webcams, digital signage, and payment terminals.
• Basic understanding of PCI compliance and secure handling of payment equipment.
• Experience with radios, repeaters, or mountain operations communication equipment.
• Knowledge of networking basics (VLANs, switches, access points, remote management tools).
• Ability to write documentation, SOPs, and troubleshooting guides.
• Experience working across multiple locations or supporting distributed teams.

Work Environment & Travel:

• Role may split time between multiple MFSR locations.
• Requires both office-based and on-mountain/on-site troubleshooting work.
• Weekends and extended hours during peak seasons or major rollouts.

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-time

Pay: $58,000.00 - $69,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Relocation assistance
• Vision insurance

Work Location: In person