Desktop Administrator

ABOUT THE BRAND:

Callaway Golf is the leading manufacturer of premium golf clubs, balls, performance gear and accessories worldwide.  Through an unwavering commitment to innovation, we push the limits of performance and create demonstrably superior products designed to make every golfer a better golfer.

Our company is a blend of experience and diverse backgrounds, and together we look to move the game forward, and we want top-notch people to join us in that mission!

By joining Callaway Golf, you also join part of the portfolio of brands within Topgolf Callaway Brands, an unrivaled tech-enabled Modern Golf and active lifestyle company delivering leading golf equipment, apparel, and entertainment, with a portfolio of global brands including Topgolf, Callaway Golf, TravisMathew, Toptracer, Odyssey, OGIO, and World Golf Tour (“WGT”). “Modern Golf” is the dynamic and inclusive ecosystem that includes both on-course and off-course golf. For more information, please visit https://www.topgolfcallawaybrands.com

• JOB OVERVIEW
   

  The Desktop Administrator will be responsible for serving as a primary point-of-contact for all IT support services of end-users of Callaway Golf and its brands. The goal of this position is to provide end-user IT support for computer-based systems to maximize reliability, performance, and availability to meet business objectives.

  This position will be the customer resource for providing technical support in activities associated with identification, prioritization, and resolution of issues within the computer environment at Callaway Gol, including warehouse and manufacturing areas.
   

  ROLES AND RESPONSIBILITIES

• Perform computer operational maintenance which includes ability to install, setup, configure, troubleshoot, and optimize computer systems and peripherals.
• Update existing documentation as needed and assist with standard operating procedures and support KBs
• Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and inventory lists updated
• Proactively communicate with business partners to establish, grow, and enhance collaborative relationships.
• Consistently demonstrate professional and superior customer service and interpersonal skills.
• Proactively maintain accurate records of all support issues logs and asset information to ensure departmental standards are met.
• Actively participate in technical projects for assigned areas of support which will include computer and application upgrades, installs, and setups.
• Actively participate in project teams and meetings to discuss and implement quality improvement and technology updates.
• Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines.
• Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines.
• Regularly monitors the Support desk dashboard to triage tickets and monitors/prioritizes for ticket aging
• Responsible for third party client application support which includes escalating to senior team members to resolve issues when required.
• Adhere to department standards, service level agreements and process and procedures as required by IT SOX and security compliance.
• Maintain and enhance knowledge of our business and industry and keep abreast of current developments and trends in related areas of technology.
• Provide Tier-1/Tier-2 customer support via phone queue as needed.

• TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• Able to install, set up, configure, troubleshoot, and optimize computer and other information systems
• Able to recognize and analyze system issues on a working level and identify resolutions or required escalations.
• Working knowledge of Microsoft operating systems
• Basic knowledge of Microsoft networking such as IP addresses, MAC addresses, DNS and DHCP functionality.
• Basic knowledge of ERP technologies, warehouse systems and platforms preferred.
• Proficiency in various software applications including Internet browsers, Microsoft Windows OS, Microsoft Office 365 suite including Teams.
• Basic knowledge of Apple iOS is optional but preferred
• Strong logic, problem-solving, along with specific attention to detail
• Experience with multifunction printers, scanners, networked or directly connected.
• Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors.
• Basic understanding of requirements and techniques for integrating disparate systems or technologies.
• Proven depth of knowledge and hands-on experience in Microsoft and networking environments.
• Able to provide support on technical team projects spanning multiple sites.
• Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment.
• Able to work extended or unusual hours as necessary to support business needs or system projects that require system work outside normal business hours and during weekends.

• EDUCATION AND EXPERIENCE

• Bachelor’s Degree or equivalent levels of professional certification or related experience.
• Minimum 2 years’ corporate experience in a IT Support Desk environment, supporting hardware/software in a Microsoft Windows and iOS environment.
• Relevant certifications, such as A+, Hardware vendor programs, Microsoft, and Customer Service training, preferred.

• PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)

• Work is performed in a designated professional office workstation and environment.
• Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
• Position is on-site, 6 days a week, Saturdays are rotated between members.
• Must be able to walk 4+ miles a day at times (800,000 square foot building)
• Required to lift and/or carry up to twenty pounds (computer monitors, network equipment, etc.)
• The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time.
   

DE&I and EEOC:

Inclusion & Diversity: As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, supporting them to bring their authentic selves to work every day.

If your experience is close to what we’re looking for, please consider applying. Experience comes in many forms, skills are transferable, and passion goes a long way. We know that diverse backgrounds and experiences make for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply. We look forward to learning more about you.

ARE YOU READY TO MAKE THE TURN? APPLY TODAY!