Job Summary:
The Ladies Professional Golf Association (LPGA) is the worldโs premier womenโs professional golf organization. They are currently seeking a Helpdesk Analyst responsible for providing first line support to employees and other constituents, including incident resolution and customer support.
Responsibilities:
โข Receive, log, address, and resolve incidents and requests received by e-mail, phone or walk up. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
โข Follow established IT Service Desk policies and SLAs to provide a world class support experience.
โข Identify common problems and put solutions in place to reduce calls to the help desk by creating how-to documentation and videos for the IT Service Desk knowledgebase.
โข Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
โข Generate status reports and keep coworkers well informed on the status of trends, significant problems, unexpected delays and any other developments.
โข Image, install and configure new PC and Mac equipment.
โข Assist users with cell phones, backing up and restoring data, configuring e-mail accounts, etc.
โข Maintain hardware and software inventories.
โข Provide IT orientation to new employees and conduct basic in-house user training.
โข Manage IT billing, review invoices for correctness and submit check requests to A/P.
โข Assist IT Operations Manager with special projects.
Qualifications:
Required:
โข High school diploma or equivalent
โข Strong written and verbal communication skills
โข Ability to work without close supervision
โข Strong knowledge of and ability to support a Microsoft enterprise environment including Windows and Office 365 applications (Word, Excel, Outlook, Teams, Sharepoint, OneDrive)
โข Strong troubleshooting skills and a professional demeanor
โข Able to travel for event support 1-2 weeks a year and provide after-hours / weekend support on a rotating basis
โข Basic knowledge of IP networking (to include WiFi troubleshooting and usage of basic tools and technologies such as ping, traceroute, dhcp, dns, remote desktop, etc.)
Preferred:
โข AS/BS degree in a technology field
โข Microsoft, Cisco, or CompTIA certifications
โข Knowledge of the game of golf
โข Previous call center or IT helpdesk experience
โข Previous customer service experience
Company:
LPGA is the ladies professional golf association that has tournaments, teaching, and more. Founded in 1950, the company is headquartered in Daytona Beach, USA, with a team of 51-200 employees. The company is currently Growth Stage.