Adm,Desktop

ABOUT THE BRAND:

Callaway Golf is the leading manufacturer of premium golf clubs, balls, performance gear and accessories worldwide. Through an unwavering commitment to innovation, we push the limits of performance and create demonstrably superior products designed to make every golfer a better golfer.

Our company is a blend of experience and diverse backgrounds, and together we look to move the game forward, and we want top-notch people to join us in that mission!

By joining Callaway Golf, you also join part of the portfolio of brands within Topgolf Callaway Brands, an unrivaled tech-enabled Modern Golf and active lifestyle company delivering leading golf equipment, apparel, and entertainment, with a portfolio of global brands including Topgolf, Callaway Golf, TravisMathew, Toptracer, Odyssey, OGIO, Jack Wolfskin, and World Golf Tour (“WGT”). “Modern Golf” is the dynamic and inclusive ecosystem that includes both on-course and off-course golf. For more information, please visit https://www.topgolfcallawaybrands.com

Job Overview

The Desktop Administrator will be responsible for serving as a primary interface for all IT support services for internal customers and Topgolf Callaway Brands. The goal of this position is to provide user support of computer-based systems to maximize reliability, performance, and availability to meet business objectives. This position will be the customer resource for providing technical support in activities associated with the identification, prioritization, and resolution of issues within the computer environment at Topgolf Callaway Brands.

Roles And Responsibilities

The Desktop Administrator is responsible for providing efficient, timely, and high-quality tier L1 and tier L1.5 technical support to end-users of Topgolf Callaway Brands information systems.

• Perform basic computer operational maintenance which includes ability to install, setup, configure, troubleshoot, and optimize computer systems and components.
• Support and maintain strategic desktop solutions that promote cost savings to the company for desktop and helpdesk support.
• Consistently demonstrate professional and superior customer service and interpersonal skills.
• Create, update and complete Service Desk tickets within Atlassian’s Jira ticketing system including detailed incident and resolution information.
• Actively participate in technical projects for assigned areas of support which will include computer and application upgrades, installs, and setups.
• 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 3rd party client application support which includes escalating to senior team members to resolve issues.
• Adhere to department standards, service level agreements and process and procedures as required by IT SOX and security compliance.
• Maintain and enhance knowledge of our business and industry.
• Create and maintain documentation for various processes and procedures.
• May be required to log into phone queue to provide Tier-1/Tier-2 customer phone support.
• Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager.
  
  
  

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• Experience installing, setting up, configuring, troubleshooting, and optimizing basic to moderately complex systems and components.
• Proficiency in various software applications including Internet browsers, Microsoft Office, and all third-party applications in use by our end users.
• Extensive working knowledge of modern Microsoft Windows desktop client operating systems including Windows 10/11 as well as hands-on experience in a Microsoft software and networking environment.
• Working knowledge of Apple hardware and macOS, iOS and iPadOS operating systems.
• Working knowledge of Atlassian’s Jira Service Management ticketing system or equivalent platform.
• Basic knowledge of Microsoft network enterprise system computer environments.
• Basic knowledge of ERP and/or SaaS technologies and platforms.
• Basic understanding of requirements and techniques for integrating disparate systems or technologies.
• Basic knowledge of computer system imaging.
• Basic understanding of 3rd party application support and troubleshooting.
• Able to recognize and analyze system issues on a working level and identify resolutions or required escalations.
• Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors.
• Able to work extended or unusual hours as necessary to support business needs or system projects that require system work that may fall outside standard support hours.
• Able to provide support on technical team projects spanning multiple sites.
• Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment.
  
  
  

Education And Experience

• Bachelor’s Degree or equivalent levels of professional certification or related experience.
• Minimum 2 years corporate experience in hardware/software support in a corporate Windows 10 or macOS environment.
• Relevant certifications, such as A , hardware vendor programs, Microsoft, and Customer Service training, a plus.
  
  
  

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if Applicable)

• Work is performed in a designated professional office workstation and environment, and you must be able to report to the office 5 days a week
• Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
• Must be able to walk up to 4 miles a day (800,000 square foot building).
• Required to lift and/or carry up to 20 pounds (computer monitors, network equipment, etc.).
• The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time.
  
  
  

DE&I and EEOC:

Inclusion & Diversity: As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, supporting them to bring their authentic selves to work every day.

If your experience is close to what we’re looking for, please consider applying. Experience comes in many forms, skills are transferable, and passion goes a long way. We know that diverse backgrounds and experiences make for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply. We look forward to learning more about you.

ARE YOU READY TO MAKE THE TURN? APPLY TODAY!