IT Support Specialist

Job Summary

The IT Support Specialist is a fully onsite position at the Worldwide Golf Headquarters in Santa Ana CA. This role requires one weekend per month of on-call support.

This role is responsible for day-to-day support of all company end-users. The IT Support Specialist must have a general knowledge of retail point-of-sale (POS) systems networking firewalls phone systems and remote support. This is a full-time position.

Role & Responsibilities:

• Front lines of IT Support handling the initial contact for all technical problems with corporate users as well as retail locations.
• Logging tracking assigning and resolving support requests in the ticketing systems (Happy Fox & JIRA).
• Using critical thinking skills to independently troubleshoot and problem solve desktop network and common business app issues
• Identifying complex issues that require advanced intervention and effectively routing them to specialized teams.
• Managing account setups permissions and password resets using tools such asActive DirectoryandMicrosoft 365.
• Creating and updating knowledge base articles FAQs and training materials to promote user self-sufficiency.
• Assisting with troubleshooting of new POS software (GK). Experience with GK is a plus but not required.
• Diagnosing and fixing hardware (desktops POS peripherals) and software problems.
• Monitoring IT helpdesk phone calls emails and tickets.
• Using remote control software to resolve desktop issues.
• Identifying root cause of issues being proactive in solving root cause and preventing reoccurrence.
• Offering excellent customer service demonstrating patience and empathy.
• Working on weekend rotation on-call support for the retail locations.
• Assisting in the rollout and support of new technology such as 0365 BOPIS and POS; taking the lead on specific tasks and projects as needed.
• Monitoring store networks and resolving basic connectivity issues.

Desired Qualifications:

• 3 years of relevant IT experience is required (5 years of relevant experience is preferred)
• Relevant IT experience with retail point-of-sale (POS) systems is required
• Experience with GK (POS system) is a plus but not required
• Bachelors Degree in relevant field is a plus but not required
• CompTIA A or CCNA is a plus but not required
• Background in and exposure to PC maintenance/repair and application support
• Proficiency with Microsoft Office Suite required
• Strong verbal and written communication
• Strong problem solving and critical thinking skills
• Strong documentation skills
• SAP (or other ERP) experience is a plus but not required.
• Java experience is a plus but not required.
• 0365 Migration is a plus but not required.
• Experience in retail is a plus but not required

What We Offer:

• We are the largest golf specialty retailer in the nation with a great reputation in the industry. We have approximately 100 stores and growing.
• It is a great time to work in the golf industry with a generous employee discount on merchandise!
• Weve been in business over 50 years and are growing quickly
• You dont have to be a golfer! We have many employees who dont golf but if you do youll be in good company here!
• Benefits - Medical/dental/vision. 401(k) matching and HSA with company contribution. Paid time off and sick time are offered with increasing tiers based on tenure.
• There are many ongoing and upcoming technology transformation projects offering future career growth and mobility.
• Receive strong mentorship from a talented and long-tenured IT team.

Who We Are:

Worldwide Golf is a privately owned multi-brand specialty golf retailer that has been in business over 50 years. As one of the top golf retailers in the USA we operate 95 stores in 25 states and multiple e-commerce sites under well knowns brands including:

Roger Dunn Golf Shops Edwin Watts Golf The Golf Mart Golfers Warehouse Vans Golf Shops Uinta Golf Las Vegas Golf Superstore Golfdom Mikes Golf Outlet Golf & Ski Warehouse Cool Clubs

* The pay range for this position is $30.00 - $32.00 per hour. This is a non-exempt hourly position with regular overtime opportunities. Based on typical schedules and overtime worked the range for expected first-year earnings is $65000$75000 though actual earnings will vary based on hours worked.

**This is a full-time position. If you are looking for part-time positions or other job opportunities please check out our careers page: Experience:

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