IT Support Specialist

Job Details

Job Location: Worldwide Golf Shops LLC CA - Santa Ana, CA 92705Position Type: Full TimeJob Category: Corporate Positions

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 as Active Directory and Microsoft 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
• Bachelor’s 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!
• We’ve been in business over 50 years and are growing quickly
• You don’t have to be a golfer! We have many employees who don’t golf, but if you do, you’ll 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 | Van's Golf Shops | Uinta Golf | Las Vegas Golf Superstore | Golfdom | Mike's Golf Outlet | Golf & Ski Warehouse | Cool Clubs | WorldwideGolfShops.com | GlobalGolf.com | Fairwaystyles.com | Getclubs.com

* 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 $65,000–$75,000 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: https://careers.worldwidegolfshops.com/

Qualifications