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+).
• 1-3 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.