What are the responsibilities and job description for the Service Desk Technician position at PGA Corporation?
Join a team of proud, passionate, and caring people that together share their diverse talents and backgrounds to serve our members and grow the game of golf. Being at the PGA of America means you are supported, respected, and appreciated for your contributions. Provides technical support to PGA-related individuals and serves as primary contact for PGA Staff, PGA Officers, Board Members, Remote PGA Staff, Championship Site Employees, Coaching Center, PGA Members and Section Staff members. RESPONSIBILITIES (Specific areas of responsibility include but are not limited to): Provide high quality technical support by receiving, entering, tracking, resolving, and monitoring the status of all support requests from email, tickets, chat, phone calls, and walk ups. Identify, analyze, troubleshoot, and resolve common technical issues, questions and problems that occur in workstations, mobile devices, operating systems (Windows, macOS, and ChromeOS), software, hardware, peripherals, and Audio/Visual equipment located through the facilities and remote locations. Manage ticket queue and prioritize tickets by priority/urgency to ensure timely resolutions. Thoroughly document interactions, issues, and resolutions in the ticketing system. Escalate tickets appropriately when needed to the correct team/individual. Create and maintain up-to-date documentation regarding processes, procedures, systems, and services. Assist users with password and account resets. Assist Technology Services staff with projects, such as department requests, computer installation, reimaging and updates, and various other administrative tasks. Assist with check-out and setup of loaner equipment (Laptop or tablet), and/or Audio/Visual equipment as requested for scheduled events, meetings in conference rooms, or staff travel. Learn new processes and procedures, new tools and technologies regularly. Recommend and collaborate on optimizations and improvements to technology services. INCLUSION: Employees are expected to contribute to a respectful and inclusive team environment by welcoming and respecting others’ beliefs, backgrounds, identities, abilities, and individuality to help ensure a supportive and engaging experience for Association Members, partners, customers, and guests. PGA of America respects the uniqueness of each employee and offers everyone the means to find their place and thrive. SHARED VALUES: Embody the organization's shared values and help ensure the organization's values-based culture thrives by proactively identifying and addressing any shared values challenges and opportunities you are experiencing. SUPERVISION: No supervisory responsibilities. FINANCIAL RESPONSIBILITY: No financial responsibility. EDUCATION AND EXPERIENCE: High School diploma or equivalent, Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field preferred 6 months prior experience supporting technology for business users. SKILLS, KNOWLEDGE, AND ABILITIES: Must have knowledge of technical troubleshooting hardware, software, network, and audio and video. Basic understanding of digital studio television production and integration, be familiar with current industry trends and technological advances, embrace problem-solving, and have superior communication skills. Experience with Google Workspace, Office 365, iPhone and Android mobile devices, and Windows, Mac, and Chrome operating systems. Preferred experience with SSO or MFA applications such as Okta. Working knowledge of Gmail, Google Drive, Google Sheets, and Google Docs. Basic fluency in artificial intelligence (AI) tools and concepts. This includes using AI to enhance business operations and drive innovation, enabling us to better serve our Members and stakeholders Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position. Ability to travel up to 10% to Golf Tournaments to support on-location technology operations, including scoring and operational systems. This position is not eligible for immigration sponsorship. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position. PGA does not discriminate on the basis of race, color, creed, religion, gender, age, disability, sexual orientation, national origin, citizenship, veteran status, gender identity or expression, marital or familial status, genetic information or any other characteristic protected by federal, state or local law. In addition, to ensure full equality of opportunity in all operations and activities of the organization, every staff member employed by the PGA shall be selected under fair employment procedures that provide equal employment opportunities to all people. DFWP. The PGA of America is one of the world’s largest sports organizations, composed of more than 30,000 PGA of America Golf Professionals who love the game, are expert coaches, operators and business leaders, and work daily to drive interest, inclusion and participation in the sport. The PGA of America owns and operates numerous championships and events, including major championships for men, women, seniors and the Ryder Cup, one of the world’s foremost sporting events.
