Job Summary

Works with Global Technology (GT) Centers of Expertise to provide daily technical support as well as tactical support of site technology projects, department initiatives, and the implementation of division-wide GT projects at assigned corporate or field locations. The Senior Analyst is accountable for delivering day-to-day technical support, implementing assigned technology project work, and achieving project goals in alignment with established processes and procedures. Serves as a liaison between GT and the on-site business operations for Corporate, Resort Operations, Contact Centers and Marketing and Sales teams.

Responsible for managing the tasks related to supporting and installing computer and printing endpoints, end user business technology applications and miscellaneous equipment and peripherals for MVW GT customers. Ensures overall responsibility that desktop solutions provided to users are functioning properly at the point when installed. Required to work closely with all business management teams while developing and maintaining effective working relationships. Works within established SLAs and provides direction and guidance to internal customers regarding their current and future needs for computing resources and services.

Roles & Responsibilities

• Accountable for leading installation resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed within budget and on schedule. Follows procedures accurately and consistently.
• Accountable for hardware, software, and communications support for an assigned area or areas.
• Responsible for identification, resolution, and documentation of software and hardware failures reported by MVW users or the GT Service Desk.
• Oversees technical operations in support of assigned business areas, e.g., corporate, Resorts, Contact Centers, and/or Marketing and Sales Centers. May be required to assist with other assignments or business areas as needed.
• Provides leadership for Tier-2 support of computer and printing endpoints, miscellaneous equipment and peripherals. Provides Tier-2 level support and establish/participate in appropriate coverage for support of systems.
• Provides individual guidance with primary navigation through Windows OS and MVW applications.
• Responds to and resolve system installation problems as they occur and follow established procedures for problem escalation and follow-up. Responds to and resolves system problems related to system and software operating procedures while on property.
• Applies working knowledge of technology equipment and/or processes in the performance of assigned tasks.
• Acts as a liaison between local vendor representatives and site management staff at assigned locations, e.g., resorts, corporate office, marketing and sales galleries, or contact centers. Provides status updates and comments to the project owner(s), management, and team participants.
• Responsible for managing costs incurred while covering multiple areas including projects, departmental and site inquiries with regards to cost estimates for projects, budget tracking, and managing expectations of those estimates. Completes required documentation within the specified timeframe for asset tracking and billing purposes.
• Adapts and positively reacts to changes within the work environment. Promotes continuous improvement standards as related to the work environment. Communicates to change management, site phases, and new development enhancements.
• Shift work and travel may be required. Must be able to work "on-call" in a 24x7 environment. Ability to use a personal smart cell phone for communication, during and outside of regular work hours.
• Maintains confidentiality of proprietary materials and information.
• Performs other reasonable job duties as requested by leads, supervisors, or managers.

Education

• Bachelor's degree in computer science or related discipline or equivalent technical training and on-the-job experience.

Experience

• At least three years of progressive work experience in technical customer service support.

Technical Skills & Abilities

• Technical Problem-Solving Skills
• Current versions of Microsoft Office and Windows technical support abilities
• Intermediate network cabling/wiring knowledge, skills, and support abilities
• Experience installing desktop hardware/software and peripherals
• Demonstrated desktop troubleshooting skills
• Video and audio web conference support
• Wireless communication support
• Intermediate Telephony knowledge, skills, and support abilities
• Intermediate VOIP knowledge, skills, and support abilities

Professional Skills and Attributes

• Personal Attributes: Dependability, Presentation, Adaptability/ Flexibility, Stress Tolerance, Integrity, Initiative, Positive Demeanor, Proactive
• Interpersonal Skills: Diversity Relations, Teamwork, Excellent Customer Service
• Organization: Detail Orientation, Multi-Tasking, Time Management, Planning
• Analytical Skills: Learning, Computer Skills, Decision-making, Problem Solving
• Computer Software: Microsoft Office (including Word, Outlook, Excel, and PowerPoint)
• Communications: Listening, English Language Proficiency, Writing, Telephone Etiquette Skills, Applied Reading, Electronic Communication, Mature Judgement

Physical Abilities

• Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 30 pounds without assistance.
• Reach overhead and below the knees, perform bending, twisting, kneeling, crawling, squatting multiple times daily.
• Able to stand, sit, or walk for an extended period of time or for an entire work shift.
• Ability to physically operate in a fast-paced environment.

Compensation Range - $80k - $90k