Position Summary:The IT Enablement Analyst serves as the internal escalation point and liaison between Concert Golf Partners’ employees and third-party IT vendors responsible for infrastructure, security, application support, and user provisioning. This role ensures effective coordination, vendor accountability, strategic on-site presence when necessary, and strong internal user support.Vendor Escalation & Oversight:Escalation Point for IT IssuesStep in when vendors are unresponsive, delayed, or ineffectiveMonitor SLA performance and follow up on open support cases, Cross-Vendor CoordinationLiaise between internal users and vendors to ensure accurate, timely resolutionTrack ticket progress across all systems (infrastructure, cloud, ERP, etc.)IT Governance SupportIdentify recurring issues, service gaps, and user pain pointsReport findings to IT leadership and suggest improvementsInternal IT Operations & Coordination:Device Support & LogisticsProvide support for club locations if vendor delays impact productivityMonitor server and web application performance to ensure service levels are being met; escalate vendor issues as needed.User Access & Asset OversightTrack user provisioning/deprovisioning (via vendors)Maintain internal logs of user access, software licenses, and IT assets.User Support TriageAssist employees in navigating vendor systems or communicationsProvide interim support for minor or recurring user issuesProject Coordination & TrackingSupport internal IT project timelines, task management, and vendor follow-throughHelp ensure deliverables stay on track and communicate with stakeholdersOther Duties as assignedCybersecurity, Compliance & Documentation:Cybersecurity Awareness & EnforcementPromote phishing awareness, secure password use, and general IT hygieneHelp enforce cybersecurity policies and ensure user complianceInternal Policy & Audit ReadinessSupport documentation gathering for audits and compliance reviewsTrack inventory and assist with security reporting and documentationTraining & Knowledgebase SupportDevelop or maintain internal IT guides, onboarding help, and user tutorialsEmpower employees to self-service low-level issues and stay secureStrategic Remote On-Site Support:New Club AcquisitionsBe on-site during club onboarding to validate infrastructure readiness and coordinate with vendorsTechnology Pilots & RolloutsSupport pilot deployments or test environments at select clubsObserve and escalate real-time issues, gather user feedbackQualifications:Education: Bachelor’s degree in computer science, Information Technology, or a related field; or equivalent work experience.Experience: 10+ years proven experience as an IT Support Engineer or similar role.Competencies:Strong knowledge of computer hardware, software, and networks.Proficiency in troubleshooting and problem-solving.Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Familiarity with various operating systems and platforms.Project management skills and experience.Application support experience.Experience partnering with 3rd party service providers.Experience using ERP systems.Preferred Qualifications:Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP).Experience: Experience with network management, cloud services, and project management.Industry Experience: Experience supporting hospitality, country club, or golf course operations.Typical Working Conditions:Work is performed in an indoor setting with a moderate noise level in the work environment.Benefits:We offer a comprehensive benefits program to include medical, dental, vision, other voluntary products, Flexible Spending Account, Health Savings Account, Paid Time Off, Paid Company Holidays, 401(k) Retirement & Savings Plan, and Playing Privileges.
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