The Service Desk Technician serves as the first point of IT contact for all users, including external users. This position works directly with users and IT peers to resolve incidents and requests directly or by escalating issues in accordance with predefined procedures and standards. This is a technical position. Familiarity with a wide variety of enterprise applications and infrastructure technology is required, as well as a general skill to troubleshoot basic problems with all of them. As a core member of the IT Service Desk, this position must demonstrate excellent customer orientation while continuously improving IT service delivery. This position must meet goals for quality, speed, and efficiency to ensure IT meets overall Service Level Agreements to the business.
Essential Functions and Key Responsibilities:
Receive and log all incoming incidents, requests, questions, and other issues submitted via phone, walk-in, or electronic means such as email, chat or ticketing system.
Triage all incoming issues as they arrive: identify and handle high-priority, high-impact issues that require immediate attention.
Meet goals for first call resolution, customer satisfaction, timeliness, ticket backlog, etc.
Update centralized information systems and maintain accurate inventory and consistent configurations.
Escalate issues to IT peers or others as appropriate.
Provide excellent customer service.
Timely resolve incidents and tasks.
Collaborate often with IT peers for continuous alignment.
Create and reference Knowledgebase articles within the ITSM tool.
Strictly adhere to all security or compliance-related requirements.
Complete recurring and scheduled tasks.
Identify and escalate all security vulnerabilities or other business risks.
Build and deploy computers, set up user profiles, and configure operating systems.
Computer Asset Management.
Performs other related responsibilities as required.
Knowledge and Skills Requirements:
Ability to sustain a fast pace while context-switching in response to a wide variety of issues.
Build and maintain relationships with a wide variety of users and executives.
Incident management (e.g., restore service immediately with workarounds, communicating and acting according to urgency and process).
Effective communication to and coordination with users, global users, and peers.
Ability to take quick action in response to incidents.
Ability to seek out new technologies and methods and develop personal skills.
Education, Work Experience, and Professional Certifications:
Professional certifications, Computer Science or similar degree, or 2 years of relevant work experience.
Success working in a fast-paced, team-oriented collaborative environment.
Common and general applications knowledge on Windows devices management system Intune
Multi-function and production label printers
Microsoft Teams audio-video conference and collaboration systems (Teams Rooms)
Business Phone systems such as Ring Central or similar.
Wireless and wired network connectivity, including basic troubleshooting, cabling, and switch port support.
Microsoft Active Directory and other infrastructure monitoring and user management software
AAD Azure AD and Intune
Apple Mac OS and iOS Devices
Office 365 including Teams, Outlook, Office Apps, Sharepoint, Forms,
Basic understanding of AI-powered assistance such as Co-Pilot
Azure, ITIL, CompTIA, Microsoft, Apple, Cisco or similar certifications are a plus
Work Environment / Physical Requirements:
Office environment supporting our campus employees and assisting our global support teams to ensure a seamless operation and collaboration.
Ability to work extended hours as necessary including on-call schedule flexibility.
Light physical effort equal to frequent lifting or moving of lightweight materials.
TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected annual base pay range for this position is $30-$33 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
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TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.
