Job Details
Overview
At PGA TOUR Superstore, we're always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we're dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates - driven by our vision to inspire people through golf and tennis.
Position Summary
PGA TOUR Superstore's Technical Analysts role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Strategy & Planning
- Alert management to emerging trends in incidents.
Acquisition & Deployment - Deploy pre-packaged software using distribution tools and processes as requested by end users.
Operational Management - Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Support of incoming requests related to printers, password resets, users on boarding, off boarding, imaging devices, and basic troubleshooting.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
- Assisting with IT projects aiding the Infrastructure, Security, Development, and other IT groups as needed.
- Ability to travel, may have opportunities to travel to other stores to assist with field service requests.
Position Requirements Formal Education & Certification - College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
- Relevant certifications are a plus.
Knowledge & Experience - Knowledge of advanced computer hardware, including Desktop PCs, Thin Clients, Point of Sales, Printers, mobile technologies, basic networking.
- Experience with desktop and server operating systems, including Microsoft, Linux and MacOS.
- Extensive application support experience with Office365, SAP, POS, Active Directory, Chrome.
- Working knowledge of a range of diagnostic utilities
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Fluent English language skills.
- Experience in providing IT support in a retail environment is highly desired.
Personal Attributes - Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
Working conditions and physical demands: - Office and store environments. Must be able to stand and/or sit for extended periods of time as the job is completed primarily at a desk each day. Variable desk heights are offered so alternatively sitting and/or standing at the desk is optional. Occasional lifting of up to 30lbs.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn't just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.
An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.