Helpdesk Support Specialist

Job Summary: As a Help Desk Support Specialist, you will be responsible for managing all Level 1 helpdesk tickets, providing daily technical support to end users, and ensuring the smooth operation of IT systems across our organization. You will also play a key role in setting up new EDI (Electronic Data Interchange) vendors and managing data exchanges between our company and external vendors. This position requires both technical expertise and strong communication skills to assist users efficiently and effectively.

Reports to: VP of IT and Operations

Duties/Responsibilities:

• Serve as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
• Provide assistance to end users with hardware, software, and network issues.
• Troubleshoot and resolve issues related to operating systems, applications, and basic network connectivity.
• Escalate more complex issues to appropriate IT staff or third-party support as needed.
• Document and track support requests in the helpdesk system, ensuring timely resolution.
• Provide remote support to users across various sites.
• Assist with the setup and configuration of new hardware and software for end users.
• Assist in onboarding new employees by setting up accounts, permissions, and necessary software.
• Monitor and maintain hardware and software inventory.
• Support the maintenance and performance of network infrastructure, including troubleshooting network connectivity issues.
• Collaborate with other IT team members to support system upgrades, patches, and updates.
• Ensure adherence to IT policies and best practices.
• Document all technical issues, solutions, and troubleshooting steps for future reference.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Ability to delegate when assigning employee workloads.
• 2 years of professional experience using SQL (T-SQL) Excellent interpersonal skills.
• Experience with full cycle report building, including requirements gathering, querying, and aggregating data, report rollout and upkeep.
• Experience with Data Visualization tools and techniques (Tableau and SSRS).
• Excellent organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.

Preferred Skills:

• Strong problem-solving and troubleshooting skills.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to handle multiple tasks and prioritize effectively.
• Familiarity with ticketing systems, remote desktop tools, and IT support documentation.
• Strong attention to detail and accuracy.

Education and Experience:

• Associate degree in Information Technology or a related field (or equivalent work experience).
• Minimum of 1-2 years of experience in a help desk support role or IT support.
• Experience working with EDI systems, vendor integrations, and data exchanges is highly preferred.
• Familiarity with networking concepts, operating systems (Windows, macOS, Linux), and troubleshooting methodologies.

Physical Requirements:

• Must be able to lift up to 50 pounds at times.
• Ability to remain stationary for extended periods.

In return, Summit Golf Brands offers an EXCELLENT compensation and benefits package.

Benefits Include:

• Medical insurance
• Dental insurance
• Vision Insurance
• 401(k) with a company match
• 14 Paid Holidays
• Vacation days
• Personal days
• Other voluntary benefits