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Job Opening details:-
Company Name :- Augusta National Golf Club
Position Name :- Lead Customer Support Technician
Company Location :- Augusta, GA
Job Category :- Jobs in Georgia
Full Job Description :-
Team Lead for customer support staff including Customer Support Technician and CO-Ops in providing technical support and outstanding customer service for end-user IT Helpdesk issues and requests. Champion a strategic understanding of the Club’s IT infrastructure, particularly as it applies to end-users, systems and applications the staff works with on a day-to-day basis. Facilitate IT projects throughout the year, with attention to Tournament Tasks when preparing for the Masters Tournament. Provide end-user support in a fast-paced, high-pressure environment of the Masters Tournament while maintaining a positive and pleasant presence.Essential Functions
Knowledge of Augusta National, Inc. Mission and Core Values to ensure delivery of IT Services that are responsive to the customer needs and requirements.
Plans, directs, and coordinates a help desk team consisting of three CO-Ops, and one IT Service technician responsible for hardware, software, and network installation, troubleshooting, repair, and customer assistance for Augusta National, Inc.
Responsible for a wide range of equipment and applications running on a variety of platforms, including diagnosis and problem resolution in response to customer reported incidents.
Manage customer support average resolution time and response time to ensure valued service.
Govern and maintain Point of Sale fleet, coordinate and enable vendors to fix issues and apply critical updates.
Engineer, guide and maintain a Lifecycle Management process for ANGC end-user hardware.
As a member of the ANGC Change and Configuration Management Board (CCMB), recommend for review/approval and implement plans for new applications and software throughout the campus.
Maintain and direct departmental file security, and user permissions to department specific resources.
Support and orchestrate various IT and campus projects as well as those leading up to the Masters Tournament.
Train, support, and deploy for end-users IT products including computers, applications, email, PC backups, phones, cameras, printers and other peripheral devices.
Work evening and weekend support as required throughout the year and specifically leading up to and during the Masters Tournament.
Ensures the team provides outstanding, friendly, customer service to all Augusta National staff, including executives and Club members as appropriate. Serves as a positive role model of the IT department to the entire organization.
Maintain the strict confidentiality of Augusta National Golf Club, its staff and membership, and all aspects of the business.
Other Duties and Responsibilities
Manage, create, document, and customize images for end-user PC builds, maintenance and updates.
Plan, manage, and establish user accounts and access to required IT applications and resources.
Document, establish, and update a library of technical and procedural documentation, flowcharts and drawings for disaster recovery, training and reference.
Leverage the IT Helpdesk software to track all support requests, ensure timely responses, and help eliminate duplicated effort.
Stay abreast of current market and technology trends, new functionality, and vendor offerings while working with management to identify current and future needs and opportunities.
Perform other duties which are deemed by management to be an integral part of the job.
MINIMUM QUALIFICATIONS: Skills/Knowledge:
Leadership qualities with the ability to delegate tasks and lead end-user training sessions
Support experience with MS Office suite, Outlook and Windows 10 client operating systems
Familiarity with VOIP and Terminal Services
Experience with Active Directory, DHCP and Windows account management tools
Support experience with Apple products – Mac, iPhone and related operation systems
Support experience for IT-related peripherals such as phones and printers
Knowledge of virtual and remote desktop applications
Experience with anti-malware and anti-virus software and protecting PCs from outside threats
Excellent troubleshooting skills and the ability to resolve complex issues
Ability to maintain composure and focus while working in a high pressure environment
Ability to prioritize tasks and workload in an ever-changing, fast-paced environment
Strong self-motivation, disciplined problem solver
Excellent communication skills – both written and verbal
Minimum of three years of experience working within a helpdesk environment and managing IT servers
BS/BA in IT, Computer Science or relevant field
Any training and/or certifications applicable to this position are a plus
Possess a valid driver’s license and/or successfully completes the Club’s internal motor vehicle training program
Work EnvironmentThe work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the employee may be required to work outside in extreme heat, cold, rain, wind or inclement weather as the demands of the position so dictate.
Positions at Augusta National Golf Club require a COVID-19 vaccination. Applicants who are offered a position will be asked their vaccination status which will be considered in accordance with applicable law.
Projected Work ScheduleNormal work hours are 8:30am to 5:00pm, Monday through Friday. Must be available to work weekends, holidays, and overtime as dictated by the needs of the business.
Physical DemandsThe physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to move and carry up to 30 pounds. Frequent bending, stooping, pushing, and pulling. Required intervals of walking, standing, stair climbing, and sitting during the day. Equipment used includes, but is not limited to computer, printer, fax machine, telephone, calculator, copier, and shredder.
Augusta National Golf Club offers*:
Competitive overall compensation package
Employee engagement activities and recognition events
Years of Service awards
Variety of benefits coverage options
401(k) retirement plans
Pension Plan (paid by employer)
*Based upon employee eligibility
Job Type: Full-time
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