IT Specialist III in Big Sky, Montana at Yellowstone Club

Purpose

The IT Specialist III serves as a senior technical resource within the Yellowstone Club Technology department, reporting to the IT Support Supervisor. While capable of handling the full breadth of Tier 1 and Tier 2 helpdesk responsibilities, this role is distinguished by its proactive and strategic orientation. The IT Specialist III is expected to go beyond reactive support — identifying recurring issues, process inefficiencies, and systemic gaps — and to design, implement, and document solutions that reduce overall helpdesk ticket volume, improve system reliability, and enhance business processes across all departments. This role serves as a technical lead and mentor for junior IT staff and as a trusted technology partner for other business units.

Major Responsibilities

• Ensure that each Member and guest receives outstanding service in a friendly environment, greeting and acknowledging every Member and guest, maintaining outstanding service standards, solid product knowledge, and all other components of guest service.
• Uphold total Member satisfaction by displaying hospitality and professionalism at all times; take pride in representing Yellowstone Club professionally with Members, guests, and vendors; ensure that all transactions are handled legally and ethically.
• Understand and apply all property safety and security procedures to maintain a secure and safe environment for team members, Members, and guests at all times.
• Maintain a favorable working relationship with all Yellowstone Club team members to foster and promote a positive working environment.

Essential Job Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Proactive Systems Improvement & Analysis

• Continuously analyze helpdesk ticket trends and patterns to identify recurring issues, root causes, and opportunities to reduce ticket volume through automation, training, documentation, or system improvements.
• Design and implement proactive solutions including scripting, automation, self-service tools, and knowledge base articles that reduce the burden on Tier 1 and Tier 2 staff.
• Partner with other business units to understand workflow pain points and evaluate technology solutions that improve operational efficiency and employee productivity.
• Work closely with the Business Application and Project Manager to identify, scope, and support technology-driven workflow improvements across departments; serve as the technical implementation resource for cross-functional projects initiated or coordinated through that partnership.
• Develop and maintain IT documentation including standard operating procedures, runbooks, network diagrams, and system inventories; ensure documentation is current and accessible.
• Monitor system performance and health across servers, network infrastructure, and endpoints; identify and address potential issues before they impact operations.

Technical Leadership & Tier 3 Support

• Serve as the escalation point for complex or unresolved Tier 1 and Tier 2 support tickets; troubleshoot advanced issues across hardware, software, networking, and cloud environments.
• Lead or significantly contribute to IT infrastructure projects including new building deployments, system upgrades, network expansions, and technology refreshes.
• Evaluate and recommend purchases of hardware, software, and services; assist with vendor management and procurement processes.
• Configure, deploy, and maintain Windows servers, workstations, network equipment, AV systems, and mobile devices with a high degree of technical precision.
• Administer and support core platforms including Active Directory, Microsoft 365, Exchange, and related enterprise applications.
• Oversee endpoint security including antivirus management, patch compliance, and vulnerability remediation; escalate critical security concerns to the IT Support Supervisor.
• Maintain and improve backup and disaster recovery processes; perform and validate regular restoration tests.

Mentorship & Team Development

• Provide technical mentorship, coaching, and day-to-day guidance to Tier 1 and Tier 2 IT Specialists; help develop their skills and ability to resolve issues independently.
• Develop and deliver training programs and instructional materials for both IT staff and end users across the organization.
• Review and provide feedback on ticket handling, documentation, and escalation practices to maintain quality and consistency across the team.

Other Duties and Responsibilities

• Perform all duties in a timely and efficient manner in accordance with established Club policies, procedures, and standards of service to achieve the overall objectives of this position.
• Meet departmental productivity, organization, punctuality/attendance, and consistency standards.
• Maintain a positive and respectful attitude.
• Work outside in a variety of conditions including heat, cold, rain, and snow as needed.
• Climb ladders and use other equipment to access tough-to-reach locations.
• Treat Members, guests, vendors, customers, and co-workers with professionalism and respect at all times.
• Maintain the privacy of our Members at all times.
• Maintain a clean and neat appearance at all times.
• Communicate regularly and effectively with all employees, supervisors, managers, and directors.
• Perform work in a safe and high-quality manner.
• Project a favorable image of Yellowstone Club to Members and guests at all times.
• Must be able to work flexible hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
• Nothing in this job description restricts management's right to assign or reassign duties, work hours, and/or responsibilities for this job at any time.

Disclaimer

This job description is only a summary of the typical functions of this position and should not serve as an exhaustive or comprehensive list of all the possible duties, tasks, and responsibilities being performed by people assigned to this classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Experience/Education Required

• Associate's or Bachelor's Degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Minimum 4-6 years of progressive IT support experience, including at least 2 years in a Tier 2 or higher role.
• Demonstrated experience with Windows desktop and server environments, Active Directory, Microsoft 365/Exchange, and TCP/IP networking.
• Proven experience with scripting or automation (PowerShell, Python, or similar) to improve IT processes.
• Strong analytical and problem-solving skills with a track record of identifying and resolving root causes, not just symptoms.
• Excellent written and verbal communication skills; ability to communicate technical concepts clearly to non-technical stakeholders.

Experience/Education Preferred

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Certified (Modern Desktop Administrator or equivalent), or ITIL Foundation.
• Experience with IT service management (ITSM) platforms and helpdesk ticketing systems.
• Familiarity with network monitoring tools, endpoint management platforms (e.g., Intune, SCCM), and virtualization technologies.
• Previous experience in a resort, hospitality, or private club setting.
• Experience with process documentation, workflow analysis, or cross-departmental technology projects.

Certificates & Licenses

Montana State Driver's License

Language Ability

Able to speak clearly and effectively with Members, guests, co-workers, vendors, and other Yellowstone Club departments. Able to write clearly and produce professional documentation and communications.

Reasoning Ability

Ability to solve complex technical and operational problems independently; able to assess situations holistically, identify root causes, and develop sustainable solutions. Knows when to escalate and when to take ownership.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the employee may be required to work outside in extreme heat, cold, rain, wind, snow, or inclement weather as the demands of the position so dictate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to walk and work with hands and arms and lift up to 50 pounds. The employee is frequently required to talk and/or hear. The employee is constantly required to use their vision to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading requiring accuracy, neatness, and attention to detail. The employee is constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer.