Senior Analyst

The Senior Analyst is responsible for providing exceptional technical support for multiple business units that focus on digital applications in sports and technology within GolfNow, Youth & Recreational Sports and Fandango divisions that focus on B2B and B2C sales, application development, and content creation. Daily tasks include end-user support, hardware/software maintenance, upgrades and configuration, application support and training, application administration, and first-level network and infrastructure support. Candidates must possess knowledge of E-Commerce and production industries, excellent communication skills, the ability to work effectively under pressure, and creatively diagnose and resolve hardware, software, and network issues. Responsibilities Primary position responsibility is all facets of end-user support. Develop and implement IT policies and procedures to improve support services. Collaborate with other IT professionals and departments for project management and problem-solving. Quickly respond to requests for technical assistance via multiple inputs/channels, including in person, phone, and electronically via remote access platforms to meet established SLA's. Follow standard Help Desk operating procedures; accurately resolve and document Incidents and Requests using ticket tracking software. Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources. Configure, support, troubleshoot and resolve issues associated with desktop and laptop computers, servers, printers, remote access, and file shares. Configure, support, troubleshoot and resolve issues associated with Microsoft 365 and other applications. Configure, support, troubleshoot and resolve issues associated with mobile devices such as smartphones, tablets, and MiFis. Configure, support, troubleshoot and resolve issues associated with smart devices, including TVs and set-top boxes such as Apple TV, Roku, and Amazon Fire. Configure, support, troubleshoot and resolve audio-visual and video conferencing equipment issues. Support, troubleshoot, and resolve issues related to network access, including physical cabling, utilizing appropriate systems and tools. Creating configuration and user documentation of supported applications and systems. On-Call support, which may include after-hours remote and on-site support.