IT Support Specialist

Worldwide Golf Shops • Santa Ana, CA

9h • Onsite

About The Position

The IT Support Specialist is a fully onsite position at the Worldwide Golf Headquarters in Santa Ana, CA. This role requires one weekend per month of on-call support. This role is responsible for day-to-day support of all company end-users. The IT Support Specialist must have a general knowledge of retail point-of-sale (POS) systems, networking, firewalls, phone systems, and remote support. This is a full-time position.

Requirements

• 3+ years of relevant IT experience is required (5+ years of relevant experience is preferred)
• Relevant IT experience with retail point-of-sale (POS) systems is required
• Background in and exposure to PC maintenance/repair and application support
• Proficiency with Microsoft Office Suite required
• Strong verbal and written communication
• Strong problem solving and critical thinking skills
• Strong documentation skills

Nice To Haves

• Experience with GK (POS system) is a plus, but not required.
• Bachelor’s Degree in relevant field is a plus, but not required
• CompTIA A+ or CCNA is a plus, but not required
• SAP (or other ERP) experience is a plus, but not required.
• Java experience is a plus, but not required.
• 0365 Migration is a plus, but not required.
• Experience in retail is a plus, but not required.

Responsibilities

• Front lines of IT Support, handling the initial contact for all technical problems with corporate users as well as retail locations.
• Logging, tracking, assigning, and resolving support requests in the ticketing systems (Happy Fox & JIRA).
• Using critical thinking skills to independently troubleshoot and problem solve desktop, network and common business app issues
• Identifying complex issues that require advanced intervention and effectively routing them to specialized teams.
• Managing account setups, permissions, and password resets using tools such as Active Directory and Microsoft 365.
• Creating and updating knowledge base articles, FAQs, and training materials to promote user self-sufficiency.
• Assisting with troubleshooting of new POS software (GK). Experience with GK is a plus, but not required.
• Diagnosing and fixing hardware (desktops, POS, peripherals) and software problems.
• Monitoring IT helpdesk phone calls, emails and tickets.
• Using remote control software to resolve desktop issues.
• Identifying root cause of issues, being proactive in solving root cause and preventing reoccurrence.
• Offering excellent customer service, demonstrating patience and empathy.
• Working on weekend rotation on-call support for the retail locations.
• Assisting in the rollout and support of new technology, such as, 0365, BOPIS and POS; taking the lead on specific tasks and projects as needed.
• Monitoring store networks and resolving basic connectivity issues.

Benefits

• Medical/dental/vision.
• 401(k) matching and HSA with company contribution.
• Paid time off and sick time are offered with increasing tiers based on tenure.
• There are many ongoing and upcoming technology transformation projects offering future career growth and mobility.
• Receive strong mentorship from a talented and long-tenured IT team.
• Generous employee discount on merchandise!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees