IT Operations Help Desk Technician

Planet Fitness; Salem (NH); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in fitness is hiring a Helpdesk Technician based in Salem, NH. This role involves supporting the IT needs of the Global Operations Team by responding to helpdesk requests, troubleshooting issues, and providing excellent customer service, aligned with operational standards. Applicants should be ready to manage technical challenges and enhance the user experience through effective communication and problem-solving skills.

Qualifications

• Excellent customer service skills are a must.
• Experience in troubleshooting PCs and software.
• Ability to communicate technical solutions effectively.

Responsibilities

• Manage and respond to help desk requests via ticketing platform.
• Perform troubleshooting on desktops, POS systems, and VoIP.
• Provide support for in-club AV systems and networking.

Skills

Customer service

Troubleshooting

Technical communication

Tools

Service Channel

Windows

VoIP

Microsoft Teams

Azure AD

Job description

Salem, NH

16R Via Toscana, Salem, NH 03079-4844, United States of America

Position: Helpdesk Technician

The Helpdesk Technician will support the Global Operations Team by monitoring and responding to helpdesk requests, troubleshooting IT issues, and providing excellent customer service in line with Taymax standards. The role involves working with our IT Vendor/Managed Service Provider to deliver peak season support and handle escalations.

Location: Salem, NH, with potential travel of 5-10% for club projects.

Key Responsibilities:

1. Manage and respond to end-user help desk requests via our ticketing platform (Service Channel).
2. Perform basic troubleshooting on:

• Desktops and laptops (Windows)
• In-club POS systems and peripherals
• Telephony (VoIP)
• In-club AV systems, including TVs, sound systems, and video equipment
• Level 1 networking support (with vendor assistance)
• Camera systems
• Microsoft Software and Services (Teams, OneDrive, Outlook, etc.)

Provision and troubleshoot Windows 11 OS, including Azure AD & Microsoft Intune/Autopilot, and install applications.

Assist with video footage requests and investigations.

Support iPads and MOM systems.

Manage projects related to single club installations and remediations.

Communicate technical solutions clearly and professionally to users.

Follow up with users to ensure resolution and satisfaction.

Handle onboarding and offboarding of users.

Procure, track, and distribute hardware.

Identify recurring issues and suggest process improvements.

Provide in-office support for users and technology.

Generate analytics and reports on IT ticketing system to monitor business health and trends.

Communicate IT updates to field leadership, prepare presentations, and send key updates.

Note to Applicants:

Beware of hiring fraud schemes; Taymax Group does not require payments for employment or equipment. Do not share sensitive information during application.

Equal Opportunity Employment:

We are committed to diversity and inclusion, welcoming applicants from all backgrounds. Accommodations are available for candidates with disabilities. Contact [e-mail] for assistance.