Work Mode: In Office Work Hours: US PST Zone JOB OVERVIEW The Senior Help Desk Analyst Retail IT is responsible providing efficient, timely, and high-quality tier L1 technical support and customer service to end-users of Topgolf Callaway Brands information systems with a emphasis on Retail store IT operations. Additionally, work on and support technical projects and tasks. ROLES AND RESPONSIBILITIES Provide first line support for trouble resolution and escalation of all incoming Help Desk corporate and Retail support tickets for L1 and L2, escalating to the System Admins as required. Perform computer operational maintenance which includes the ability to install, setup, configure, troubleshoot, and optimize client computer systems, peripherals, and components Consistently demonstrate professional and superior customer service and interpersonal skills Lead and work on technical projects as needed. Assist with general projects and team tasks Create and update incidents within ticket tracking system including detailed incident and resolution information Configure and support anti-virus/anti-malware software and promptly address any reported security breaches Update existing documentation as needed and create standard operating procedures and support KBs Troubleshoot advanced computer hardware, software, printing and network problems for multiple computer platforms, cloud solutions and phone systems Partner with third-party hardware, software, or support vendors as needed to resolve technical incidents Maintain asset (i.e., laptops, workstations, mobile devices, etc.) inventory Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines Responsible for all 3rd party client applications, mobile devices, and wireless networking support Support new hire account creation, computer set-up and user orientation as needed Install hardware and software upgrades, manage user accounts, maintain backup systems, and assist with network and server changes and upgrades as needed Provide technical POS system support for retail store associates, including receipt printers and credit card terminals Provides Tier-1/Tier-2 customer support thru various channels, which includes logging into a phone queue, walk-ups, Microsoft Teams chat messages, direct email, and/or Help Desk mailbox Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc. Uses the companies ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf Reviews escalated tickets (that you worked) to thoroughly document Level-2 support interactions; adding those notes to helpdesk documentation to increase helpdesk knowledgebase and support capabilities (where applicable) Manages tickets via the Helpdesk support dashboard to ensure that time to first response SLAs are met Regularly monitors the Helpdesk support dashboard to triage tickets and monitors/prioritizes for ticket aging Performs all other duties as assigned by the Supervisor and or Manager TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities) Highly proficient in Microsoft Windows 10/11 desktop OS and the Microsoft Office Suite Technical knowledge of Active Directory and Microsoft Windows domains Working knowledge of scripting (PowerShell / VB Script, etc.) Able to install, setup, configure, troubleshoot, and optimize basic to complex systems and components Working knowledge with Office 365 Working knowledge of Microsoft network enterprise system computer environments Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors High attention to detail and focus on quality implementations Working knowledge of Jira Service Management or other relevant ticketing system Ability to work well under pressure and in a fast-paced, results-oriented, team environment Strong organizational skills and the ability to prioritize multiple tasks Strong logic, problem-solving, math and Internet skills along with specific attention to detail EDUCATION AND EXPERIENCE Bachelors Degree in an applied technology or equivalent technical training preferred Experience with Retal Point of Sale systems preferred Minimum of 5 years experience in related Help Desk job roles Relevant certifications, such as A+, hardware vendor programs, Microsoft, and customer service training PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable) Work is performed in a designated professional office workstation and environment Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time JOB OVERVIEW The Senior Help Desk Analyst Retail IT is responsible providing efficient, timely, and high-quality tier L1 technical support and customer service to end-users of Topgolf Callaway Brands information systems with a emphasis on Retail store IT operations. Additionally, work on and support technical projects and tasks. ROLES AND RESPONSIBILITIES Provide first line support for trouble resolution and escalation of all incoming Help Desk corporate and Retail support tickets for L1 and L2, escalating to the System Admins as required. Perform computer operational maintenance which includes the ability to install, setup, configure, troubleshoot, and optimize client computer systems, peripherals, and components Consistently demonstrate professional and superior customer service and interpersonal skills Lead and work on technical projects as needed. Assist with general projects and team tasks Create and update incidents within ticket tracking system including detailed incident and resolution information Configure and support anti-virus/anti-malware software and promptly address any reported security breaches Update existing documentation as needed and create standard operating procedures and support KBs Troubleshoot advanced computer hardware, software, printing and network problems for multiple computer platforms, cloud solutions and phone systems Partner with third-party hardware, software, or support vendors as needed to resolve technical incidents Maintain asset (i.e., laptops, workstations, mobile devices, etc.) inventory Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines Responsible for all 3rd party client applications, mobile devices, and wireless networking support Support new hire account creation, computer set-up and user orientation as needed Install hardware and software upgrades, manage user accounts, maintain backup systems, and assist with network and server changes and upgrades as needed Provide technical POS system support for retail store associates, including receipt printers and credit card terminals Provides Tier-1/Tier-2 customer support thru various channels, which includes logging into a phone queue, walk-ups, Microsoft Teams chat messages, direct email, and/or Help Desk mailbox Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc. Uses the companies ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf Reviews escalated tickets (that you worked) to thoroughly document Level-2 support interactions; adding those notes to helpdesk documentation to increase helpdesk knowledgebase and support capabilities (where applicable) Manages tickets via the Helpdesk support dashboard to ensure that time to first response SLAs are met Regularly monitors the Helpdesk support dashboard to triage tickets and monitors/prioritizes for ticket aging Performs all other duties as assigned by the Supervisor and or Manager TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities) Highly proficient in Microsoft Windows 10/11 desktop OS and the Microsoft Office Suite Technical knowledge of Active Directory and Microsoft Windows domains Working knowledge of scripting (PowerShell / VB Script, etc.) Able to install, setup, configure, troubleshoot, and optimize basic to complex systems and components Working knowledge with Office 365 Working knowledge of Microsoft network enterprise system computer environments Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors High attention to detail and focus on quality implementations Working knowledge of Jira Service Management or other relevant ticketing system Ability to work well under pressure and in a fast-paced, results-oriented, team environment Strong organizational skills and the ability to prioritize multiple tasks Strong logic, problem-solving, math and Internet skills along with specific attention to detail EDUCATION AND EXPERIENCE Bachelors Degree in an applied technology or equivalent technical training preferred Experience with Retal Point of Sale systems preferred Minimum of 5 years experience in related Help Desk job roles Relevant certifications, such as A+, hardware vendor programs, Microsoft, and customer service training PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable) Work is performed in a designated professional office workstation and environment Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time.
