IT Help Desk Technician

Job Title:

Help Desk Technician Job Summary:

Provide first-line technical support to Summit Golf Brands employees, resolving hardware, software, and connectivity issues to ensure minimal disruption to daily business operations.

Reports to:

IT Manager Duties/Responsibilities:

Serve as the first point of contact for all IT support requests submitted via phone, email, or ticketing system, ensuring prompt acknowledgment and resolution. Diagnose and resolve hardware, software, network connectivity, and peripheral issues for end users across the organization. Set up, configure, and deploy desktops, laptops, printers, and other end-user equipment for new hires and equipment refreshes. Create, manage, and disable user accounts and access in Active Directory, Microsoft 365, and other business applications per established provisioning procedures. Document all support activities, troubleshooting steps, and resolutions accurately in the IT ticketing system. Escalate unresolved or complex technical issues to senior IT staff in a timely manner with thorough documentation of steps already taken. Assist with maintaining IT asset inventory, including tracking hardware lifecycle and software license compliance. Support onboarding and offboarding processes by coordinating equipment and account setup or deactivation. Contribute to the creation and maintenance of IT knowledge base articles and end-user guides. Maintain a professional, service-oriented attitude and follow up with users to ensure issues are fully resolved.

Required Skills/Abilities:

Basic understanding of Windows 10/11 operating systems, Microsoft 365 applications (Outlook, Teams, Word, Excel), and common business software. Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting. Ability to clearly communicate technical information to non-technical users in a patient and professional manner. Strong problem-solving skills with the ability to prioritize and manage multiple open issues simultaneously. Eagerness to learn, follow established processes, and adhere to IT documentation standards. Attention to detail and commitment to accurate recordkeeping in ticketing and asset management systems. Ability to lift and move IT equipment (up to 50 lbs.) and work in various physical environments as needed. Familiarity with AI tools and platforms (e.g., Claude.ai or similar) is a plus, particularly for supporting end users who are adopting AI-assisted workflows.

Education and Experience:

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field - OR - equivalent hands-on experience or technical certifications (e.g., CompTIA A+). 0-3 year(s) of experience in a help desk, IT support, or desktop support role. Experience with a ticketing or service management system is a plus. Familiarity with Active Directory and Microsoft 365 administration basics is preferred. Experience working with SharePoint for documentation and knowledge management is a plus. A positive, team-first attitude and willingness to grow within a collaborative IT team environment.