IT Service Desk, Evansville

Based on-site at TaylorMade's Evansville, Indiana distribution facility, the Site IT Technician is the first point of contact for technology support across the shipping and distribution floor. This hands-on role troubleshoots enterprise applications, hardware, networking, and infrastructure, and keeps production-floor computers, printers, label printers, and RF/barcode scanners running smoothly. Working closely with the central Service Desk and infrastructure teams, the technician reports and escalates connectivity and infrastructure issues following established procedures. Success in this role means strong troubleshooting skills across varied systems, clear communication, and consistently meeting service metrics for speed, first-call resolution, and customer satisfaction.
Essential Functions and Key Responsibilities:
Provide excellent, professional customer service to all users across all communication channels.
Resolve incidents and service requests in a timely manner, meeting established service level agreements.
Receive and log all incoming incidents, requests, questions, and issues submitted via phone, walk-in, email, chat, or ticketing system.
Triage incoming issues as they arrive, identifying and addressing high-priority, high-impact situations requiring immediate attention.
Serve as the first point of contact for technical incidents on the distribution and shipping floor, resolving or escalating them in line with established service levels.
Manage and maintain production-floor computers, workstations, and printers, including thermal and label printers.
Support operational technology (OT) production devices—such as label printers, RF/barcode scanners (RF guns), and mobile scanning equipment—used across shipping and distribution.
Provide first-line support for the site’s shipping and distribution applications (WMS, manifesting, scanning), escalating complex issues to the system owners or central IT.
Report on-site network, connectivity, and infrastructure issues to the central IT team and assist with resolution under their direction.
Identify and recommend process improvements to the IT team, and help implement them as directed.
Use AI-powered tools such as Microsoft Copilot to work efficiently on day-to-day tasks.
Meet or exceed goals for first-call resolution, customer satisfaction, timeliness, and ticket backlog reduction.
Update centralized information systems with accurate, detailed documentation and maintain accurate inventory and consistent configurations.
Escalate complex issues to appropriate IT team members or specialists following established procedures.
Collaborate regularly with IT peers to ensure continuous alignment and knowledge sharing.
Create and reference knowledge base articles within the ITSM tool to support continuous improvement.
Strictly adhere to all security and compliance-related requirements and policies.
Complete recurring and scheduled tasks according to established timelines.
Identify and escalate all security vulnerabilities, risks, or compliance concerns immediately.
Build and deploy computers, configure operating systems, and set up user profiles.
Manage computer assets, maintaining accurate inventory and consistent configurations.
Perform other related responsibilities as required.
Knowledge and Skills Requirements:
Ability to sustain a fast pace while effectively context-switching across a wide variety of technical issues.
Build and maintain positive relationships with users at all levels, including executives.
Strong incident management skills, including the ability to restore service immediately with workarounds and communicate effectively according to urgency.
Excellent written and verbal communication skills for coordinating with users, global teams, and IT peers.
Ability to take quick, decisive action in response to incidents while following established processes.
Proactive approach to seeking out new technologies and methods while continuously developing technical skills.
Comfort working directly on a production and distribution floor, supporting shop-floor and operational technology (OT) systems in a fast-paced, time-sensitive environment.
Education, Work Experience, and Professional Certifications:
Professional IT certifications, Computer Science degree (or related field), or minimum 2 years of relevant technical support experience.
Demonstrated success working in a fast-paced, team-oriented, collaborative environment.
Windows device management using Microsoft Intune.
Multi-function, thermal, and production label printers, and RF/barcode scanning devices (RF guns).
Shipping and distribution applications and systems, such as warehouse management (WMS), shipping/manifesting, and barcode/label applications.
Microsoft Teams audio-video conference and collaboration systems (Teams Rooms).
Business phone systems such as RingCentral or similar platforms.
Wireless and wired network connectivity, including basic troubleshooting, cabling, and switch port support.
Microsoft Active Directory and other infrastructure monitoring and user management software.
Azure Active Directory (AAD/Entra ID) and Microsoft Intune.
Apple macOS and iOS devices.
Office 365 suite including Teams, Outlook, Office Apps, SharePoint, and Forms.
Working knowledge of AI-powered assistance and automation tools such as Microsoft Copilot.
Microsoft Azure certifications, ITIL Foundation or higher, CompTIA A+/Network+/Security+, Apple Certified Support Professional (ACSP), Cisco CCNA, or related certifications are preferred.
Work Environment / Physical Requirements:
Distribution and shipping facility environment, with regular presence on the production and warehouse floor, supporting on-site staff and coordinating with global IT support teams to ensure seamless operations and collaboration.
Ability to work extended hours as necessary, including on-call schedule flexibility.
Regular movement throughout a large distribution and warehouse facility, including standing and walking for extended periods; occasional lifting or moving of IT equipment and peripherals.
TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected hourly base pay range for this position is $30.00 – $33.00. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
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TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.