Helpdesk Analyst

About the Opportunity

The LPGA, headquartered in Daytona Beach, FL, is seeking a full‑time Helpdesk Analyst. The role is responsible for providing first line support to employees and other LPGA constituents, including initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software and various hardware devices. The position reports to the Senior Manager, IT Operations.

• Receive, log, address, and resolve incidents and requests received by e‑mail, phone, or walk up. Engage other service desk resources or appropriate service resources to resolve incidents beyond the scope of their ability or responsibility.
• Follow established IT Service Desk policies and SLAs to provide a world‑class support experience.
• Identify common problems and put solutions in place to reduce calls to the help desk by creating how‑to documentation and videos for the IT Service Desk knowledgebase.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Generate status reports and keep coworkers well informed on the status of trends, significant problems, unexpected delays, and other developments.
• Image, install and configure new PC and Mac equipment.
• Assist users with cell phones, backing up and restoring data, configuring e‑mail accounts, etc.
• Maintain hardware and software inventories.
• Provide IT orientation to new employees and conduct basic in‑house user training.
• Manage IT billing, review invoices for correctness and submit check requests to A/P.
• Assist IT Operations Manager with special projects.

• High school diploma or equivalent (required); AS/BS degree in a technology field (preferred).
• Microsoft, Cisco, or CompTIA certifications (preferred).
• Strong written and verbal communication skills; ability to work without close supervision.
• Strong knowledge of and ability to support a Microsoft enterprise environment including Windows and Office 365 applications (Word, Excel, Outlook, Teams, SharePoint, One Drive).
• Strong troubleshooting skills and a professional demeanor.
• Knowledge of the game of golf is preferred but not required.
• Able to travel for event support 1–2 weeks a year and provide after‑hours/weekend support on a rotating basis.
• Basic knowledge of IP networking (including WiFi troubleshooting and basic tools such as ping, trace route, DHCP, DNS, remote desktop, etc.) is required.
• Previous call center or IT helpdesk experience is preferred.
• Previous customer service experience is preferred.