Job Description

Parsons Xtreme Golf (PXG) was founded by American entrepreneur and philanthropist Bob Parsons with the sole intent to design and develop the world’s finest golf clubs – and we believe we have done just that!  With no cost or time constraints, PXG is committed to the long process of researching various alloys, exploring new technologies, and identifying the unique properties that make PXG clubs perform unlike anything else. With no set product release cycles, the company takes its time and pours every ounce of innovation into each new club design. PXG offers a full lineup of right and left-handed golf clubs, including drivers, fairway woods, hybrids, irons, wedges, and putters, as well as a complete line of high-performance, fashion-forward apparel.  Ready to join the PXG team?  

Description

The Service Desk Support Technician will be the primary contact for users of IT systems and services across all the YAM companies, globally, with the primary company being PXG. This role is the face of Technology to our business. They provide first-level support and incident resolution of IT-related issues and requests from business units. This involves receiving support and service requests through a wide variety of communication methods, i.e., phone, e-mail, service portal, etc. The Service Desk also functions tightly as a team to improve processes involved with first-level support and incident resolution. They work closely with second-level support groups for problem resolution and establishing/maintaining service levels. The Service Support Technician will create and maintain process and procedure documentation.


Responsibilities 

  • Answer, evaluate, and prioritize incoming telephone, portal tickets. voice mail, e-mail, and in-person requests for assistance from users, maintaining first response service levels
  • Creates and maintains incidents and service requests in the IT Service Management tool 
  • Troubleshoots and resolves software, hardware, operating system, and networking problems; repair and recover from hardware or software failures, virus infections, and other issues and document resolution in incident tickets 
  • Contributes to the self-help knowledge base
  • Consults knowledge base to optimize resolutions and follows through on resolution with customers
  • Escalate support and service requests to second level support members or other IT teams, as defined by the escalation process within the tracking tool
  • Increasing ability to resolve tickets on first contact 
  • Resolve and document resolution in tickets for support and service requests within the established service levels
  • Follow up with customers, provide feedback and see problems through to resolution
  • Understand the established process of criticality and prioritization for incidents and requests
  • Provide basic end-user training or instructions to users as appropriate
  • Perform other job duties as assigned with a high degree of flexibility and professionalism

 

Skills/Knowledge Required

  • Intermediate analytical and problem-solving skills such as unlocking application accounts and resetting passwords for Active Directory and other internal applications 
  • Intermediate printer support: Connecting network printers for users and disabling and enabling printers
  • Organizational and time management skills
  • Gathering, analyzing, reviewing, and categorizing ticket assignments for technical support, insuring referral to the appropriate level of services
  • Diplomacy in dealing with conflict resolution
  • PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)
  • Demonstrated ability to effectively communicate with both business and IT customers

Education and Experience

  • Minimum 2-years related experience,(Service/ Support Desk, Help Desk, Network Operations, etc experience preferred.) 
  • Minimum 2 years of experience with troubleshooting Microsoft Office applications, required
  • Intermediate experience with a Support Desk tool is a plus, such as Jira or Service Now

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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