Job Summary:
The Ladies Professional Golf Association (LPGA) is the world’s premier women’s 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:
• 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.
• Follow established IT Service Desk policies and SLAs to provide a world class support experience.
• 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.
• 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.
• Generate status reports and keep coworkers well informed on the status of trends, significant problems, unexpected delays and any other developments.
• Image, install and configure new PC and Mac equipment.
• Assist users with cell phones, backing up and restoring data, configuring e-mail accounts, etc.
• Maintain hardware and software inventories.
• Provide IT orientation to new employees and conduct basic in-house user training.
• Manage IT billing, review invoices for correctness and submit check requests to A/P.
• Assist IT Operations Manager with special projects.
Qualifications:
Required:
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to work without close supervision
• Strong knowledge of and ability to support a Microsoft enterprise environment including Windows and Office 365 applications (Word, Excel, Outlook, Teams, Sharepoint, OneDrive)
• Strong troubleshooting skills and a professional demeanor
• Able to travel for event support 1-2 weeks a year and provide after-hours / weekend support on a rotating basis
• 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:
• AS/BS degree in a technology field
• Microsoft, Cisco, or CompTIA certifications
• Knowledge of the game of golf
• Previous call center or IT helpdesk experience
• 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.