Senior IT Support Analyst

Job Title: Senior IT Support Analyst

Location: Fully On-Site - Heartwell Golf Course (Supporting multiple locations as needed)

Address: 6700 East Carson Street, Long Beach, CA 90808

Travel: 10-20%

Classification: Full-Time, Salaried, Exempt.

Compensation: $80,000 - $90,000

ABOUT AMERICAN GOLF

American Golf is a trusted leader in golf hospitality, known for elevating the game and the communities around it. We bring deep expertise in golf operations and club culture, paired with a genuine commitment to creating welcoming, memorable experiences for every guest and member.

Our teams take pride in course care, exceptional service, and thoughtful environments that invite people to play, connect, and feel at home. We believe golf is more than a sport, it's a place where relationships grow, traditions thrive, and everyone is part of the community.

Job 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 Management

• Lead, coach, and support the IT support team, including assigning work, balancing coverage, setting priorities, and reinforcing clear service expectations.
• Manage the daily support queue and incident lifecycle, ensuring requests are accurately prioritized, documented, communicated, escalated, and resolved within established service targets.
• Serve as the senior escalation point for complex or high-impact hardware, software, application, connectivity, access, POS, and operational technology issues.
• Monitor service trends, workload, response times, and resolution quality; use performance data to improve team effectiveness and the user experience.
• Support hiring, onboarding, training, performance feedback, cross-training, and professional development for support team members.
• Build a collaborative, accountable service culture that communicates clearly with users and follows issues through to completion.

Technical Support and Operations

• Provide advanced remote and onsite support to corporate employees and golf course locations across a broad range of technology needs.
• Troubleshoot and resolve issues involving computers, peripherals, Windows environments, Microsoft 365, Azure services, user access, business applications, networking, connectivity, and related technology equipment.
• Diagnose root causes, determine the appropriate resolution or escalation path, and coordinate recovery from incidents that affect business operations.
• Oversee the setup, deployment, maintenance, replacement, and troubleshooting of computers, peripherals, payment devices, and other technology assets.
• Maintain accurate incident, resolution, known-error, configuration, and change documentation in the ticketing or IT service management system.
• Provide user guidance and practical training for systems, applications, security practices, and technology processes.

Business Systems and POS Support

• Support, administer, and optimize business applications and operational systems used across American Golf locations and corporate teams.
• Manage or coordinate POS configuration, enterprise data sets, price tiers, taxes, payment devices, menus, inventory items, kitchen routing, reporting, and related operational settings as assigned.
• Partner with Operations, Marketing, Culinary and Beverage, Finance, Training, and other stakeholders to translate business requirements into effective system configurations and support solutions.
• Support integrations and data flow between systems, helping maintain consistent, accurate, and usable information across platforms.
• Analyze system usage and recurring support patterns to identify risks, inefficiencies, automation opportunities, and scalable improvements.

Projects Vendors and Continuous Improvement

• Plan and support system implementations, upgrades, testing, enhancements, integrations, and technology deployments with minimal disruption to operations.
• Coordinate technology requirements for new locations, property transitions, and other business initiatives, including readiness, installation, validation, training, and post-launch support.
• Manage day-to-day relationships with technology vendors and service providers, including escalations, issue resolution, performance follow-up, and implementation support.
• Create and maintain support procedures, troubleshooting guides, workflows, knowledge articles, system documentation, and user resources.
• Recommend technologies and process changes that strengthen reliability, improve service, reduce repeat incidents, and support business growth.
• Communicate project, incident, and system-change status clearly to technical and non-technical stakeholders, including leadership.

Required 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 role.
• Demonstrated experience managing or leading an IT support team, including workload prioritization, coaching, performance feedback, escalation management, and service-quality improvement.
• Advanced troubleshooting and problem-solving skills across hardware, software, business applications, user access, networking, connectivity, POS, and distributed technology environments.
• Experience using ticketing or IT service management systems and managing incidents and requests through resolution.
• Working knowledge of Microsoft 365 applications, Windows environments, Azure services, general networking concepts, and enterprise business applications.
• Experience supporting users and systems across multiple locations and providing clear remote technical guidance to people with varying levels of technical experience.
• Experience with system implementations, integrations, testing, technology deployments, vendor management, and operational change support.
• Strong organizational, analytical, written, and verbal communication skills, with the ability to manage competing priorities in a fast-paced environment.
• Ability to translate business requirements into practical technical solutions and explain complex technology concepts in clear business terms.

Preferred Qualifications

• Bachelor''s degree in Information Technology, Information Systems, Computer Science, Business, or a related field, or an equivalent combination of education and relevant experience.
• Experience supporting POS platforms, payment devices, reporting tools, restaurant, retail, hospitality, or golf course operations.
• Relevant IT service management, Microsoft, networking, security, or project-management certifications.
• Knowledge of applicable payment, data-security, and technology compliance requirements.

Essential 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 work.
• Communicate effectively with employees, business locations, leadership, IT partners, and external vendors.
• Occasionally lift, move, connect, install, or troubleshoot computers, peripherals, and related equipment weighing up to 50 pounds.
• Work primarily in an office or remote-support environment while supporting multiple locations and changing operational priorities.
• Provide occasional support outside standard business hours for critical incidents, deployments, upgrades, or operational needs.
• Travel approximately 10 to 20 percent to support locations, implementations, business initiatives, or industry events.
• Perform additional duties and responsibilities based on business needs. Reasonable accommodation will be provided to enable qualified individuals with disabilities to perform the essential functions.

What We Offer

• Competitive compensation and benefits package.
• Medical, dental, and vision coverage.
• 401(k) plan with company match.
• Employee Assistance Program.
• Flexible paid time off and additional company benefits.

Equal 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.

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