Customer Support Assistant

Provide technical support and outstanding customer service for end-user IT Helpdesk issues and requests. Be a friendly, supportive presence for all Augusta National personnel as you work to correct IT-related issues. Support IT projects as required throughout the year. Provide end-user support in the fast-paced, high-pressure environment of the Masters Tournament while always maintaining a positive and pleasant presence. Maintain the confidentiality of all Club business.

Essential Functions Of The Job

• Provide end-user support including computers, applications, email, PC backups, phones, printers, and other devices.
• Troubleshoot and research issues with unknown solutions until the problem is resolved.
• Provide outstanding, friendly, customer service to all Augusta National staff, including executives and Club members as appropriate.
• Be a positive representation of the IT department to the entire organization.
• Log, track, and report all trouble tickets to ensure they are moving successfully to resolution and provide management with status updates and reports.
• Maintain awareness and vigilance against cyber threats and protect Augusta National assets by utilizing anti-malware software, asset scans and by monitoring results of threat analysis tools.
• Support various IT and campus projects as required and leading up to the Masters Tournament.
• Provide evening and weekend support as required throughout the year and especially leading up to and during the Masters Tournament.
• Maintain the strict confidentiality of Augusta National Golf Club, its staff and membership, and all aspects of the business.
• Physical demands are outlined immediately below.
  
  

Physical Demands

• Acceptable level of hearing and vision to perform job duties
• Occasionally required to walk and work with hands and arms, lift up to 25 pounds and/or drive a golf cart.
• Constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties And Responsibilities

• Perform end-user PC builds, maintenance, and updates as required.
• Load and update operating systems and software applications and updates as required.
• Maintains user accounts and user access to required IT applications and resources.
• Maintains department file security, and user permissions to department specific resources.
• Leverages the IT Helpdesk software to track all support requests, ensure timely responses, and help eliminate duplicated effort.
• Performs other duties which are deemed by management to be an integral part of the job.
  
  

Qualifications

Skills/Knowledge/Attributes:

• Experience with MS Office suite, Outlook, and Windows 11
• Experience with Apple products – Mac, iPhone, and related operation systems
• Experience for IT-related peripherals such as phones and printers
• Troubleshooting skills and the ability to work problems through to resolution
• Ability to build relationships and rapport with staff members from all levels of the organization
• Ability to stay cool and focused 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
  
  

Relative Experience/Education

• Bachelor’s degree in an IT discipline, or currently enrolled in an institution and working towards such a degree
• Previous experience working on a Helpdesk or similar environment is a plus
• Any training and/or certifications applicable to this position are a plus
  
  

Required License(s)

• Possess a valid driver’s license and/or successfully completes the Club’s internal motor vehicle training program
  
  

Projected Work Schedule

Normal work hours are 8:30 am to 5:00 pm, Monday through Friday. Must be available to work nights, weekends, and holidays.