Senior IT Support Analyst

Senior IT Support AnalystLocation: Fully On-Site - Heartwell Golf Course (Supporting multiple locations as needed)Address: 6700 East Carson Street, Long Beach, CA 90808Travel: 10-20%Classification: Full-Time, Salaried, Exempt. Compensation: $80,000 - $90,000Job Purpose: The Senior IT Support Analyst leads day-to-day support operations and provides advanced technical and business-systems support across American Golf Corporation and affiliated locations. The role combines hands-on issue resolution with team leadership, service management, systems administration, and continuous improvement to keep technology reliable, secure, and aligned with business operations. This position serves as an escalation point for complex incidents, guides and develops the support team, coordinates with internal partners and vendors, and helps deliver technology initiatives across a distributed, multi-location environment.Key Responsibilities:Team Leadership and Service ManagementLead, coach, and support the IT support teamManage the daily support queue and incident lifecycleServe as the senior escalation point for complex or high-impact hardware, software, application, connectivity, access, POS, and operational technology issuesMonitor service trends, workload, response times, and resolution qualitySupport hiring, onboarding, training, performance feedback, cross-training, and professional development for support team membersBuild a collaborative, accountable service cultureTechnical Support and OperationsProvide advanced remote and onsite support to corporate employees and golf course locationsTroubleshoot and resolve issues involving computers, peripherals, Windows environments, Microsoft 365, Azure services, user access, business applications, networking, connectivity, and related technology equipmentDiagnose root causes, determine the appropriate resolution or escalation path, and coordinate recovery from incidents that affect business operationsOversee the setup, deployment, maintenance, replacement, and troubleshooting of computers, peripherals, payment devices, and other technology assetsMaintain accurate incident, resolution, known-error, configuration, and change documentation in the ticketing or IT service management systemProvide user guidance and practical training for systems, applications, security practices, and technology processesBusiness Systems and POS SupportSupport, administer, and optimize business applications and operational systems used across American Golf locations and corporate teamsManage or coordinate POS configuration, enterprise data sets, price tiers, taxes, payment devices, menus, inventory items, kitchen routing, reporting, and related operational settings as assignedPartner with Operations, Marketing, Culinary and Beverage, Finance, Training, and other stakeholders to translate business requirements into effective system configurations and support solutionsSupport integrations and data flow between systems, helping maintain consistent, accurate, and usable information across platformsAnalyze system usage and recurring support patterns to identify risks, inefficiencies, automation opportunities, and scalable improvementsProjects, Vendors, and Continuous ImprovementPlan and support system implementations, upgrades, testing, enhancements, integrations, and technology deployments with minimal disruption to operationsCoordinate technology requirements for new locations, property transitions, and other business initiatives, including readiness, installation, validation, training, and post-launch supportManage day-to-day relationships with technology vendors and service providers, including escalations, issue resolution, performance follow-up, and implementation supportCreate and maintain support procedures, troubleshooting guides, workflows, knowledge articles, system documentation, and user resourcesRecommend technologies and process changes that strengthen reliability, improve service, reduce repeat incidents, and support business growthCommunicate project, incident, and system-change status clearly to technical and non-technical stakeholders, including leadershipRequired Qualifications:Five to ten years of progressive experience in IT support, technical support, application support, business systems, systems analysis, help desk operations, or a closely related technology roleDemonstrated experience managing or leading an IT support team, including workload prioritization, coaching, performance feedback, escalation management, and service-quality improvementAdvanced troubleshooting and problem-solving skills across hardware, software, business applications, user access, networking, connectivity, POS, and distributed technology environmentsExperience using ticketing or IT service management systems and managing incidents and requests through resolutionWorking knowledge of Microsoft 365 applications, Windows environments, Azure services, general networking concepts, and enterprise business applicationsExperience supporting users and systems across multiple locations and providing clear remote technical guidance to people with varying levels of technical experienceExperience with system implementations, integrations, testing, technology deployments, vendor management, and operational change supportStrong organizational, analytical, written, and verbal communication skills, with the ability to manage competing priorities in a fast-paced environmentAbility to translate business requirements into practical technical solutions and explain complex technology concepts in clear business termsPreferred Qualifications:Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field, or an equivalent combination of education and relevant experienceExperience supporting POS platforms, payment devices, reporting tools, restaurant, retail, hospitality, or golf course operationsRelevant IT service management, Microsoft, networking, security, or project-management certificationsKnowledge of applicable payment, data-security, and technology compliance requirementsEssential Functions and Working Conditions:Regularly use computers, phones, and standard office and technology equipment, and remain in a stationary position for extended periods while performing computer-based workCommunicate effectively with employees, business locations, leadership, IT partners, and external vendorsOccasionally lift, move, connect, install, or troubleshoot computers, peripherals, and related equipment weighing up to 50 poundsWork primarily in an office or remote-support environment while supporting multiple locations and changing operational prioritiesProvide occasional support outside standard business hours for critical incidents, deployments, upgrades, or operational needsTravel approximately 10 to 20 percent to support locations, implementations, business initiatives, or industry eventsPerform additional duties and responsibilities based on business needsReasonable accommodation will be provided to enable qualified individuals with disabilities to perform the essential functionsWhat We Offer:Competitive compensation and benefits packageMedical, dental, and vision coverage401(k) plan with company matchEmployee Assistance ProgramFlexible paid time off and additional company benefitsEqual Employment Opportunity:American Golf Corporation is committed to providing equal employment opportunities. We do not discriminate against employees or applicants based on any legally recognized basis, including race, color, religion, genetic information, national origin, sex, pregnancy, childbirth, medical conditions, age, disability, citizenship status, uniformed service member status, or any other protected class under federal, state, or local law.