Service Desk Technician- Level 2

5 days ago

Roswell, United States PGA TOUR Superstore Full time
Overview

At PGA TOUR Superstore, we're always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we're dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates - driven by our vision to inspire people through golf and tennis.

Position Summary

PGA TOUR Superstore's Sr. Technical Analysts role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  • Alert management to emerging trends in incidents.
Acquisition & Deployment
  • Deploy pre-packaged software as needed using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.
Operational Management
  • Assisting in providing Level I support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport with service desk customers.
  • Escalate incidents with accurate documentation to suitable technician or vendor, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install antivirus software and ensure virus definitions are up to date.
  • Perform preventative maintenance, including checking and cleaning of servers, validating backups, and clearing monitoring alerts.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups with Level I Technicians as required.
  • Develop help sheets and FAQ lists for end users.
  • Contribute to technician knowledgebase and training as needed.
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.
  • Assisting with IT projects aiding the Infrastructure, Security, Development, and other IT groups as needed
  • Flexible schedule and willing to work nights and weekends when needed.
  • Ability to travel, may have opportunities to travel to stores to assist with field service requests
Position Requirements

Formal Education & Certification:
  • College diploma or university degree in the field of computer science and/or 8 years equivalent work experience.
  • Relevant certifications are a plus
Knowledge & Experience:
  • Knowledge of advanced computer hardware, including Desktop PCs, Thin Clients, Point of Sales, Printers, mobile technologies, basic networking.
  • Experience with desktop and server operating systems, including Microsoft, Linux and MacOS.
  • Extensive application support experience with Office365, SAP, POS, Active Directory, Chrome.
  • Working knowledge of a range of diagnostic utilities
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.
  • Fluent English language skills.
  • Experience in providing IT support in a retail environment is highly desired.
Personal Attributes
  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly, and technical language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.


Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn't just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.

An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.

  • HVAC Service Technician

    4 weeks ago

    Roswell, United States Service First Pros Full time

    Job DescriptionJob DescriptionCome join a faith based, family owned & rapidly growing company! Work for an owner who works in the service field and knows what its like to be in the truck day -in and day-out. An owner who treats his team and customers with care, respect and truly values them! Come work for an owner who believes his customers and team are...

  • HVAC Service Technician

    1 week ago

    Roswell, United States Service First Pros Full time

    Come join a faith based, family owned & rapidly growing company! Work for an owner who works in the service field and knows what its like to be in the truck day -in and day-out.An owner who treats his team and customers with care, respect and truly values them! Come work for an owner who believes his customers and team are the greatest assets. Hourly Pay...

  • Service Technician

    1 week ago

    Roswell, United States Asbury Automotive Group Full time

    Service Technician (B,-Level) Toyota Roswell 11130 Alpharetta Hwy, Roswell, GA 30076, USA Req #1167 Tuesday, May 7, 2024 About our Company: Nalley Automotive is part of Asbury Automotive Group (NYSE: ABG), a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership...

  • Service Technician

    1 month ago

    Roswell, United States Asbury Automotive Full time

    About Asbury Nalley Automotive is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our...

  • Service Technician

    4 weeks ago

    Roswell, United States Asbury Automotive Full time

    About Asbury Nalley Automotive is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our...

  • Service Technician

    2 weeks ago

    Roswell, New Mexico, United States Lucid Motors Full time

    As a Service Technician, you will be responsible for diagnosing, maintaining and repairing Lucid Motors vehicles. You will demonstrate your passion for sustainable transportation and creatively solve problems in a fast-paced environment.The Role: Confidently repair basic and major mechanical issues and perform basic electrical and mechanical...

  • Service Technician

    4 weeks ago

    Roswell, United States Asbury Automotive Full time

    About Asbury Nalley Automotive is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our...

  • Service Technician

    3 weeks ago

    Roswell, United States Mazda of Roswell Full time

    Mazda of Roswell is family-owned, appreciates our employees, and invests in their success! We are looking for a Service Technician to join our growing team! The right candidate will have a strong service technician background and ASE certified.The day-to-day duties include performing work on specific repair orders and diagnosing what repairs need to be...

  • Service Technician

    4 weeks ago

    Roswell, United States Mazda of Roswell Full time

    Job DescriptionJob DescriptionMazda of Roswell is family-owned, appreciates our employees, and invests in their success! We are looking for a Service Technician to join our growing team! The right candidate will have a strong service technician background and ASE certified. The day-to-day duties include performing work on specific repair orders and...

  • Service Technician

    4 weeks ago

    Roswell, United States Roswell Hyundai Full time

    Job DescriptionJob DescriptionJob Summary: The responsibilities of a Service Technician include diagnosing, maintaining, and repairing customer vehicles. They will have an ASE certificate and great communication skills.Service Technician Compensation and Benefits:Competitive PayFlexible Working HoursHealth InsurancePTO & Sick Leave401(K)Service Technician...

  • Service Technician

    2 weeks ago

    Roswell, New Mexico, United States Asbury Automotive Group Full time

    Service Technician (B,-Level) Toyota Roswell 11130 Alpharetta Hwy, Roswell, GA 30076, USA Req #1167 Tuesday, May 7, 2024 About our Company: Nalley Automotive is part of Asbury Automotive Group (NYSE: ABG), a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership...

  • Entry-Level IT Helpdesk Technician

    2 days ago

    Roswell, United States Pioneer Bank Full time

    Job Title: Entry-Level IT Helpdesk Technician Please be sure to list and periodically check the email address provided as additional steps will be sent there directly. Job Description: We are seeking an enthusiastic and dedicated Entry-Level IT Helpdesk Technician to join our IT team. The ideal candidate will have a passion for technology, a strong desire to...

  • Entry-Level IT Helpdesk Technician

    3 days ago

    Roswell, United States Pioneer Bank Full time

    Job Title: Entry-Level IT Helpdesk Technician Please be sure to list and periodically check the email address provided as additional steps will be sent there directly. Job Description: We are seeking an enthusiastic and dedicated Entry-Level IT Helpdesk Technician to join our IT team. The ideal candidate will have a passion for technology, a strong desire to...

  • Front Desk Associate

    4 weeks ago

    Roswell, United States Crunch Fitness - CR Holdings Full time

    Job DescriptionJob DescriptionFront Desk Associate​Here We GROW Again!  Are you a potential Front Desk Associate and ready to leave average in the past?  Be a part of one of the greatest growth stories ever told in the fitness industry. With 60+ locations currently and 100+ locations planned; our Front Desk Associate position offers a tremendous...

  • Service Technician Roswell Hyundai

    2 months ago

    Roswell, United States Roswell Hyundai Full time

    Job Title: Automobile Technician Department: Service Department Reports to: Service Manager Position Description: The Automobile Technician is responsible for inspecting, maintaining, and repairing cars and light trucks. She/he provides the mechanical support for the automobile dealership. Requires proficient use of tools, such as: computerized diagnostic...

  • Service Technician Roswell Hyundai

    4 weeks ago

    Roswell, United States Roswell Hyundai Full time

    Job Title: Automobile Technician Department: Service Department Reports to: Service Manager Position Description: The Automobile Technician is responsible for inspecting, maintaining, and repairing cars and light trucks. She/he provides the mechanical support for the automobile dealership. Requires proficient use of tools, such as: computerized diagnostic...

  • HVAC Duct Cleaning Technician Apprentice

    2 months ago

    Roswell, United States PSG Global Solutions Full time

    COMPANY OVERVIEW Here at Daffy Ducts, we are CRAZY ABOUT YOU! Our mission is to inspire trust in our customers, partners, and teammates through providing a simple and seamless service experience from start to finish by being attentive, informative, c Apprentice, HVAC, Entry Level, Technician, Customer Service, Service Technician, Skilled Trades, Staffing

  • Service Technician Roswell Toyota

    2 months ago

    Roswell, United States CARLSBAD CHEVROLET Full time

    Job Title: Automobile Technician Department: Service Department Reports to: Service Manager Position Description: The Automobile Technician is responsible for inspecting, maintaining, and repairing cars and light trucks. She/he provides the mechanical support for the automobile dealership. Requires proficient use of tools, such as: computerized diagnostic...

  • Service Technician Roswell Toyota

    4 weeks ago

    Roswell, United States CARLSBAD CHEVROLET Full time

    Job Title: Automobile Technician Department: Service Department Reports to: Service Manager Position Description: The Automobile Technician is responsible for inspecting, maintaining, and repairing cars and light trucks. She/he provides the mechanical support for the automobile dealership. Requires proficient use of tools, such as: computerized diagnostic...

  • Service Technician Roswell Toyota

    4 weeks ago

    Roswell, United States Roswell Toyota Full time

    Job DescriptionJob DescriptionJob Title: Automobile TechnicianDepartment: Service Department Reports to: Service ManagerPosition Description: The Automobile Technician is responsible for inspecting, maintaining, and repairing cars and light trucks. She/he provides the mechanical support for the automobile dealership. Requires proficient use of tools, such...