Senior IT Support Analyst

American Golf Corporation • Long Beach, CA

1d • Onsite

About The Position

The Senior IT Support Analyst leads day-to-day support operations and provides advanced technical and business-systems support across American Golf Corporation and affiliated locations. The role combines hands-on issue resolution with team leadership, service management, systems administration, and continuous improvement to keep technology reliable, secure, and aligned with business operations. This position serves as an escalation point for complex incidents, guides and develops the support team, coordinates with internal partners and vendors, and helps deliver technology initiatives across a distributed, multi-location environment.

Requirements

• Five to ten years of progressive experience in IT support, technical support, application support, business systems, systems analysis, help desk operations, or a closely related technology role.
• Demonstrated experience managing or leading an IT support team, including workload prioritization, coaching, performance feedback, escalation management, and service-quality improvement.
• Advanced troubleshooting and problem-solving skills across hardware, software, business applications, user access, networking, connectivity, POS, and distributed technology environments.
• Experience using ticketing or IT service management systems and managing incidents and requests through resolution.
• Working knowledge of Microsoft 365 applications, Windows environments, Azure services, general networking concepts, and enterprise business applications.
• Experience supporting users and systems across multiple locations and providing clear remote technical guidance to people with varying levels of technical experience.
• Experience with system implementations, integrations, testing, technology deployments, vendor management, and operational change support.
• Strong organizational, analytical, written, and verbal communication skills, with the ability to manage competing priorities in a fast-paced environment.
• Ability to translate business requirements into practical technical solutions and explain complex technology concepts in clear business terms.

Nice To Haves

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field, or an equivalent combination of education and relevant experience.
• Experience supporting POS platforms, payment devices, reporting tools, restaurant, retail, hospitality, or golf course operations.
• Relevant IT service management, Microsoft, networking, security, or project-management certifications.
• Knowledge of applicable payment, data-security, and technology compliance requirements.

Responsibilities

• Lead, coach, and support the IT support team, including assigning work, balancing coverage, setting priorities, and reinforcing clear service expectations.
• Manage the daily support queue and incident lifecycle, ensuring requests are accurately prioritized, documented, communicated, escalated, and resolved within established service targets.
• Serve as the senior escalation point for complex or high-impact hardware, software, application, connectivity, access, POS, and operational technology issues.
• Monitor service trends, workload, response times, and resolution quality; use performance data to improve team effectiveness and the user experience.
• Support hiring, onboarding, training, performance feedback, cross-training, and professional development for support team members.
• Build a collaborative, accountable service culture that communicates clearly with users and follows issues through to completion.
• Provide advanced remote and onsite support to corporate employees and golf course locations across a broad range of technology needs.
• Troubleshoot and resolve issues involving computers, peripherals, Windows environments, Microsoft 365, Azure services, user access, business applications, networking, connectivity, and related technology equipment.
• Diagnose root causes, determine the appropriate resolution or escalation path, and coordinate recovery from incidents that affect business operations.
• Oversee the setup, deployment, maintenance, replacement, and troubleshooting of computers, peripherals, payment devices, and other technology assets.
• Maintain accurate incident, resolution, known-error, configuration, and change documentation in the ticketing or IT service management system.
• Provide user guidance and practical training for systems, applications, security practices, and technology processes.
• Support, administer, and optimize business applications and operational systems used across American Golf locations and corporate teams.
• Manage or coordinate POS configuration, enterprise data sets, price tiers, taxes, payment devices, menus, inventory items, kitchen routing, reporting, and related operational settings as assigned.
• Partner with Operations, Marketing, Culinary and Beverage, Finance, Training, and other stakeholders to translate business requirements into effective system configurations and support solutions.
• Support integrations and data flow between systems, helping maintain consistent, accurate, and usable information across platforms.
• Analyze system usage and recurring support patterns to identify risks, inefficiencies, automation opportunities, and scalable improvements.
• Plan and support system implementations, upgrades, testing, enhancements, integrations, and technology deployments with minimal disruption to operations.
• Coordinate technology requirements for new locations, property transitions, and other business initiatives, including readiness, installation, validation, training, and post-launch support.
• Manage day-to-day relationships with technology vendors and service providers, including escalations, issue resolution, performance follow-up, and implementation support.
• Create and maintain support procedures, troubleshooting guides, workflows, knowledge articles, system documentation, and user resources.
• Recommend technologies and process changes that strengthen reliability, improve service, reduce repeat incidents, and support business growth.
• Communicate project, incident, and system-change status clearly to technical and non-technical stakeholders, including leadership.

Benefits

• Competitive compensation and benefits package.
• Medical, dental, and vision coverage.
• 401(k) plan with company match.
• Employee Assistance Program.
• Flexible paid time off and additional company benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree