About the Role
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 phoneTroubleshoot hardware, software, network, and POS-related issues across club locationsProvide remote and occasional onsite support to club staff and corporate usersProvide onsite technical support for team members at the corporate office, including hands-on troubleshooting, device assistance, and user supportManage help desk ticket flow by reviewing incoming requests, triaging priorities, and assigning tickets to the appropriate IT team member for resolutionEscalate complex issues to System Administrators or specialized teams when needed.
Device & User Management
Provision and deploy laptops, desktops, printers, and mobile devicesSupport onboarding/offboarding (account creation, permissions, equipment setup)Perform routine tasks such as password resets and account unlocksMaintain asset tracking and device lifecycle management
POS & Operational System Support
Troubleshot POS systems (Jonas, EZ-Suite, or equivalent) impacting F&B, golf operations, and retailSupport printers, receipt systems, and payment devices tied to revenue operationsAssist with club-level outages and high-priority incidents impacting guest services
System Maintenance & Security
Ensure endpoints are patched, secure, and compliant with IT standardsVerify 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 systemContribute to SOPs, knowledge base articles, and user training materialsIdentify 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 usersCommunicate clearly with club leadership during outages or service disruptionsSet and manage expectations based on SLA response times
Required Qualifications
2+ years of IT support or help desk experienceStrong troubleshooting skills across:Windows environmentsMicrosoft 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 platformsCertifications such as Comp TIA A+, Network+, or Microsoft Fundamentals
Key Competencies
Strong problem-solving and troubleshooting abilityExcellent communication and customer service skillsAbility to work independently and escalate appropriatelyAttention to detail and documentation discipline
Work Environment
Hybrid role, with most of the work performed at the corporate office and occasionally remote flexibilityFast-paced, customer-facing support environmentOn-call or after-hours support participation for critical outagesSome travel will be required.