Helpdesk Analyst

Description

THE OPPORTUNITY

The LPGA, headquartered in Daytona Beach, FL, is currently seeking a full time, Helpdesk Analyst. This position is responsible for providing first line support to employees, and other LPGA constituents including initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software and various hardware devices. This position will report to Senior Manager IT Operations.

WHAT YOU’LL DO

• 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.

WHO YOU ARE

• High school diploma or equivalent (required), AS/BS degree in a technology field (preferred).
• Microsoft, Cisco, or CompTIA certifications (preferred).
• Strong written and verbal communication skills as well as the ability to work without close supervision are critical success factors.
• 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.
• Knowledge of the game of golf is preferred but not required.
• 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.) is required.
• Previous call center or IT helpdesk experience is preferred.
• Previous customer service experience is preferred.

Summary

The Ladies Professional Golf Association (LPGA) is the world's premier women's professional golf organization. Created in 1950 by 13 pioneering female founders, the LPGA, whose members now represent nearly 40 countries, is the longest-standing professional women's sports organization. Through the LPGA Tour, the Epson Tour, the LPGA Professionals, and a joint venture with the Ladies European Tour, the LPGA provides female professionals the opportunity to pursue their dreams in the game of golf at the highest level. In addition to its professional tours and teaching accreditation programs, the LPGA features a fully integrated Foundation, which provides best-in-class programming for female golfers through its junior golf programming and its LPGA Amateurs division, which offers its members playing and learning opportunities around the world.