Information Technology Support Specialist

The IT Support Specialist serves as the front-line technical support resource for Heritage Golf Group, supporting over 40 club locations. This role is responsible for resolving day-to-day IT issues, ensuring operational continuity for critical systems, POS, tee sheets, email, and network connectivity, and delivering a high level of customer service to club staff. This position plays a critical role in minimizing downtime that directly impacts member experience and revenue operations.

Key Responsibilities

End-User Support & Help Desk

• Respond to and resolve Tier 1–2 support tickets via help desk system, email, and phone
• Troubleshoot hardware, software, network, and POS-related issues across club locations
• Provide remote and occasional onsite support to club staff and corporate users
• Provide onsite technical support for team members at the corporate office, including hands-on troubleshooting, device assistance, and user support
• Manage help desk ticket flow by reviewing incoming requests, triaging priorities, and assigning tickets to the appropriate IT team member for resolution
• Escalate complex issues to System Administrators or specialized teams when needed.

Device & User Management

• Provision and deploy laptops, desktops, printers, and mobile devices
• Support onboarding/offboarding (account creation, permissions, equipment setup)
• Perform routine tasks such as password resets and account unlocks
• Maintain asset tracking and device lifecycle management

POS & Operational System Support

• Troubleshot POS systems (Jonas, EZ-Suite, or equivalent) impacting F&B, golf operations, and retail
• Support printers, receipt systems, and payment devices tied to revenue operations
• Assist with club-level outages and high-priority incidents impacting guest services

System Maintenance & Security

• Ensure endpoints are patched, secure, and compliant with IT standards
• Verify basic security practices (MFA, antivirus, secure configurations)
• Collaborate with IT team on vulnerability remediation and system improvements

Documentation & Process Improvement

• Document issues, resolutions, and recurring problems within the help desk system
• Contribute to SOPs, knowledge base articles, and user training materials
• Identify trends and recommend process improvements to reduce recurring issues

Customer Service & Communication

• Deliver a high level of customer service to both technical and non-technical users
• Communicate clearly with club leadership during outages or service disruptions
• Set and manage expectations based on SLA response times

Required Qualifications

• 2 years of IT support or help desk experience
• Strong troubleshooting skills across:
• Windows environments
• Microsoft 365 (Outlook, Teams, SharePoint)
• Basic networking (Wi-Fi, VPN, connectivity issues)
• Experience with ticketing systems (Freshservice, ServiceNow, NinjaOne etc.)
• Ability to prioritize and manage multiple issues in a fast-paced environment

Preferred Qualifications

• Experience supporting multi-location operations (hospitality, retail, or golf preferred)
• Familiarity with POS systems (Jonas, EZ-Suite, Toast, etc.)
• Experience with remote support tools and endpoint management platforms
• Certifications such as Comp TIA A , Network , or Microsoft Fundamentals

Key Competencies

• Strong problem-solving and troubleshooting ability
• Excellent communication and customer service skills
• Ability to work independently and escalate appropriately
• Attention to detail and documentation discipline

Work Environment

• Hybrid role, with most of the work performed at the corporate office and occasionally remote flexibility
• Fast-paced, customer-facing support environment
• On-call or after-hours support participation for critical outages
• Some travel will be required.