Helpdesk Analyst

The LPGA is committed to being the global leader in women’s golf and to use our unique platform to empower, inspire, and advance opportunities for girls and women, on and off the golf course.

At the LPGA our identity is shaped by our core values: equity and fair play, inclusion, integrity, excellence, and leadership. We prioritize equity and fair play, fostering an environment where every individual experiences equal respect and opportunity. Inclusion is integral to our culture, celebrating diversity as a source of strength. We are unwavering in our commitment to excellence. From the professionals on the course, to the employees behind the scenes, we strive for the utmost performance and achievement. Leadership is not confined to titles but is a shared responsibility at every level, empowering individuals to lead with vision and contribute to our overarching mission.

Job Summary

The Ladies Professional Golf Association (LPGA), headquartered in Daytona Beach, FL, is currently seeking a full time, Helpdesk Analyst. This position is responsible for providing first line support to employees, and other LPGA constituents including initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software and various hardware devices. This position will report to Senior Manager IT Operations.

Essential Duties And Responsibilities

• Receive, log, address, and resolve incidents and requests received by e-mail, phone or walk up. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Follow established IT Service Desk policies and SLAs to provide a world class support experience.
• Identify common problems and put solutions in place to reduce calls to the help desk by creating how-to documentation and videos for the IT Service Desk knowledgebase.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Generate status reports and keep coworkers well informed on the status of trends, significant problems, unexpected delays and any other developments.
• Image, install and configure new PC and Mac equipment
• Assist users with cell phones, backing up and restoring data, configuring e-mail accounts, etc.
• Maintain hardware and software inventories.
• Provide IT orientation to new employees and conduct basic in-house user training.
• Manage IT billing, review invoices for correctness and submit check requests to A/P.
• Assist IT Operations Manager with special projects.
  
  

Qualifications

• High school diploma or equivalent (required), AS/BS degree in a technology field (preferred).
• Microsoft, Cisco, or CompTIA certifications (preferred).
• Strong written and verbal communication skills as well as the ability to work without close supervision are critical success factors.
• Strong knowledge of and ability to support a Microsoft enterprise environment including Windows and Office 365 applications (Word, Excel, Outlook, Teams, Sharepoint, OneDrive).
• Strong troubleshooting skills and a professional demeanor.
• Knowledge of the game of golf is preferred but not required.
• Able to travel for event support 1-2 weeks a year and provide after-hours / weekend support on a rotating basis.
• Basic knowledge of IP networking (to include WiFi troubleshooting and usage of basic tools and technologies such as ping, traceroute, dhcp, dns, remote desktop, etc.) is required.
• Previous call center or IT helpdesk experience is preferred.
• Previous customer service experience is preferred.
  
  

The LPGA offers a hybrid schedule with 2-3 days in office each week, competitive salary and benefits package that includes, medical, dental, vision, life, and disability insurance, paid time off, 401(k) with employer match, golf and fitness center privileges, access to all of our events, and many other great benefits to all full-time employees.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.