Customer Support Assistant

Augusta National Golf Club•Augusta, GA

13d

About The Position

Provide technical support and outstanding customer service for end-user IT Helpdesk issues and requests. Be a friendly, supportive presence for all Augusta National personnel as you work to correct IT-related issues. Support IT projects as required throughout the year. Provide end-user support in the fast-paced, high-pressure environment of the Masters Tournament while always maintaining a positive and pleasant presence. Maintain the confidentiality of all Club business. Essential Functions of the Job Provide end-user support including computers, applications, email, PC backups, phones, printers, and other devices. Troubleshoot and research issues with unknown solutions until the problem is resolved. Provide outstanding, friendly, customer service to all Augusta National staff, including executives and Club members as appropriate. Be a positive representation of the IT department to the entire organization. Log, track, and report all trouble tickets to ensure they are moving successfully to resolution and provide management with status updates and reports. Maintain awareness and vigilance against cyber threats and protect Augusta National assets by utilizing anti-malware software, asset scans and by monitoring results of threat analysis tools. Support various IT and campus projects as required and leading up to the Masters Tournament. Provide evening and weekend support as required throughout the year and especially leading up to and during the Masters Tournament. Maintain the strict confidentiality of Augusta National Golf Club, its staff and membership, and all aspects of the business. Physical demands are outlined immediately below. Physical Demands Acceptable level of hearing and vision to perform job duties Occasionally required to walk and work with hands and arms, lift up to 25 pounds and/or drive a golf cart. Constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other Duties and Responsibilities Perform end-user PC builds, maintenance, and updates as required. Load and update operating systems and software applications and updates as required. Maintains user accounts and user access to required IT applications and resources. Maintains department file security, and user permissions to department specific resources. Leverages the IT Helpdesk software to track all support requests, ensure timely responses, and help eliminate duplicated effort. Performs other duties which are deemed by management to be an integral part of the job.

Requirements

Experience with MS Office suite, Outlook, and Windows 11
Experience with Apple products – Mac, iPhone, and related operation systems
Experience for IT-related peripherals such as phones and printers
Troubleshooting skills and the ability to work problems through to resolution
Ability to build relationships and rapport with staff members from all levels of the organization
Ability to stay cool and focused while working in a high-pressure environment
Ability to prioritize tasks and workload in an ever-changing, fast-paced environment
Strong self-motivation, disciplined problem solver
Bachelor’s degree in an IT discipline, or currently enrolled in an institution and working towards such a degree
Possess a valid driver’s license and/or successfully completes the Club’s internal motor vehicle training program

Nice To Haves

Previous experience working on a Helpdesk or similar environment is a plus
Any training and/or certifications applicable to this position are a plus

Responsibilities

Provide end-user support including computers, applications, email, PC backups, phones, printers, and other devices.
Troubleshoot and research issues with unknown solutions until the problem is resolved.
Provide outstanding, friendly, customer service to all Augusta National staff, including executives and Club members as appropriate.
Be a positive representation of the IT department to the entire organization.
Log, track, and report all trouble tickets to ensure they are moving successfully to resolution and provide management with status updates and reports.
Maintain awareness and vigilance against cyber threats and protect Augusta National assets by utilizing anti-malware software, asset scans and by monitoring results of threat analysis tools.
Support various IT and campus projects as required and leading up to the Masters Tournament.
Provide evening and weekend support as required throughout the year and especially leading up to and during the Masters Tournament.
Maintain the strict confidentiality of Augusta National Golf Club, its staff and membership, and all aspects of the business.
Perform end-user PC builds, maintenance, and updates as required.
Load and update operating systems and software applications and updates as required.
Maintains user accounts and user access to required IT applications and resources.
Maintains department file security, and user permissions to department specific resources.
Leverages the IT Helpdesk software to track all support requests, ensure timely responses, and help eliminate duplicated effort.
Performs other duties which are deemed by management to be an integral part of the job.