Helpdesk Support Engineer

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.