Information Technology Support Specialist

The IT Support Specialist serves as the front-line technical support resource for Heritage Golf Group, supporting over 40+ club locations. This role is responsible for resolving day-to-day IT issues, ensuring operational continuity for critical systems, POS, tee sheets, email, and network connectivity, and delivering a high level of customer service to club staff. This position plays a critical role in minimizing downtime that directly impacts member experience and revenue operations. Key Responsibilities End-User Support & Help Desk Respond to and resolve Tier 1–2 support tickets via help desk system, email, and phone Troubleshoot hardware, software, network, and POS-related issues across club locations Provide remote and occasional onsite support to club staff and corporate users Provide onsite technical support for team members at the corporate office, including hands-on troubleshooting, device assistance, and user support Manage help desk ticket flow by reviewing incoming requests, triaging priorities, and assigning tickets to the appropriate IT team member for resolution Escalate complex issues to System Administrators or specialized teams when needed. Device & User Management Provision and deploy laptops, desktops, printers, and mobile devices Support onboarding/offboarding (account creation, permissions, equipment setup) Perform routine tasks such as password resets and account unlocks Maintain asset tracking and device lifecycle management POS & Operational System Support Troubleshot POS systems (Jonas, EZ-Suite, or equivalent) impacting F&B, golf operations, and retail Support printers, receipt systems, and payment devices tied to revenue operations Assist with club-level outages and high-priority incidents impacting guest services System Maintenance & Security Ensure endpoints are patched, secure, and compliant with IT standards Verify basic security practices (MFA, antivirus, secure configurations) Collaborate with IT team on vulnerability remediation and system improvements Documentation & Process Improvement Document issues, resolutions, and recurring problems within the help desk system Contribute to SOPs, knowledge base articles, and user training materials Identify trends and recommend process improvements to reduce recurring issues Customer Service & Communication Deliver a high level of customer service to both technical and non-technical users Communicate clearly with club leadership during outages or service disruptions Set and manage expectations based on SLA response times Required Qualifications 2+ years of IT support or help desk experience Strong troubleshooting skills across: Microsoft 365 (Outlook, Teams, SharePoint) Basic networking (Wi-Fi, VPN, connectivity issues) Experience with ticketing systems (Freshservice, ServiceNow, NinjaOne etc.) Ability to prioritize and manage multiple issues in a fast-paced environment Preferred Qualifications Experience supporting multi-location operations (hospitality, retail, or golf preferred) Familiarity with POS systems (Jonas, EZ-Suite, Toast, etc.) Experience with remote support tools and endpoint management platforms Certifications such as Comp TIA A+, Network+, or Microsoft Fundamentals Strong problem-solving and troubleshooting ability Excellent communication and customer service skills Ability to work independently and escalate appropriately Attention to detail and documentation discipline Hybrid role, with most of the work performed at the corporate office and occasionally remote flexibility On-call or after-hours support participation for critical outages #J-18808-Ljbffr