IT Support Specialist

24 Hour Fitness USA, LLC; Carlsbad (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

24 Hour Fitness USA, LLC is seeking an IT Support Specialist to deliver first-level technical assistance to club and corporate team members. You will collect information, access tools, and coordinate with additional staff to resolve issues, or escalate when necessary, ensuring a positive customer experience.

The role emphasizes strong communication, data entry accuracy, and the ability to work overtime and rotating schedules as needed.

Qualifications

• High School Diploma or equivalent; relevant IT or customer service experience accepted.
• Customer service orientation and/or prior customer service training.
• 1+ year work experience in customer service.

Responsibilities

• Provide technical assistance and support for inquiries related to computer systems and software.
• Respond to inquiries via phone or email and document interactions in ticketing system.
• Resolve problems with LAN/WAN and escalate as needed.
• Follow Service Desk policies and escalate critical issues properly.
• Ensure timely follow-up until resolution.

Skills

Customer service

Problem solving

Microsoft Office

Communication

Data entry

Time management

Education

High School Diploma or GED

CompTIA A+ Certification

Tools

Remedy ITSM

Job description

The IT Support Specialist is the first level support role providing professional technical support and exceptional customer service to club and corporate Team Members. This position is responsible for collecting information through a customer conversation, accessing support tools, and connecting with additional support staff to implement solutions to solve technical problems or elevate them to the appropriate department for resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES

Technical Support

• Provide technical assistance and support for incoming inquiries and issues related to computer systems, company processes, software, and hardware.
• Respond to inquiries over phone or via email messages for Team Members seeking help.
• Ask probing questions to determine the nature of problem and walk the Team Member through problem resolution.
• Answer incoming telephone calls and emails, place outgoing calls and emails, and then document all interactions via ticketing software.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Assist Team Members who are locked out of computer systems.
• Respond to inquiries, run diagnostic programs, isolate problems, determine and implement a solution.
• Escalate critical issues or outages properly and in accordance with Service Desk policies and procedures.
• Follow-up with Team Members to ensure the issue has been resolved.

Customer Service

• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensure the end-to-end customer experience is exceptional and provide a single point-of-contact for problem resolution.
• Ensure that all Service Level Agreements are met or exceeded, including Average Speed of Answer, First Call Resolutions and timely response to aging tickets.

Special Projects

• Research, develop and complete special projects, either assigned or approved.
• Participate in training for Service Desk/Call Center best practices, customer service and communication skills.
• Research, understand, participate and contribute to the goals and mission of the Information Technology Support Service Department.
• Perform other duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

The IT Support Specialist reports to the Information Technology Manager, IT Solutions Delivery. This position interacts with all departments and all position levels at 24 Hour Fitness. This position has no direct reports.

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

• Demonstrates ability and desire to learn technology, terminology, customer support processes and techniques.
• Strong detail orientation to properly follow procedures and accurately enter data.
• Ability to ask probing questions and solve problems.
• Competency in Microsoft Office Suite, including Word, Excel and Outlook.
• Ability to speak and write effectively.
• Demonstrate neat and organized work habits.
• Proficient typing and data entry skills.
• Must be a self-starter, motivated to excel, and willing to adapt.
• Must be self‑motivated with extremely high levels of ethics and integrity.
• Ability to build rapport with Team Members rapidly and follow-up when further resolution is required.
• Available to work occasional to frequent overtime.
• Available to work a rotating schedule.

Minimum Educational Level/Certifications

• High School Diploma or equivalent (General Educational Development) or commensurate training and relevant experience in information technology or customer service may be substituted for the minimum education level qualification.
• Customer service orientation and/or prior customer service training.

Minimum Work Experience and Qualifications

• 1+ year work experience in customer service.

Physical Demands/ Environmental Conditions

• The employee must occasionally lift and/or move up to 40 pounds.
• Normal day to day business operations including using a keyboard, walking, bending and reaching.

Travel Requirement

• Occasional travel required for meetings and club visits.

PREFERRED QUALIFICATIONS

Knowledge, Skills & Abilities

• Competency in call center tracking tools.
• Demonstrates problem solving skills, computer skills and attention to details.
• Demonstrates working knowledge with Windows Operating Systems and Apple Operating Systems X and iOS.
• Demonstrates working knowledge and training in networking, computer hardware, internet, client/server, thin client, and troubleshooting software applications issues for escalation.
• Experience with network and stand‑alone printers, routers, switches, modems, laptops, desktops, mobile devices, personal computer peripherals.
• Working knowledge or experience using an Automatic Call Distributor phone system.
• Working knowledge of Remedy Information Technology Service Management Suite.

Educational Level/Certifications

• Computing Technology Industry Association (CompTIA) A+ Certification.
• Helpdesk related training courses.

Work Experience and Qualification

• 2+ years of experience of exceptional customer service.
• 2+ years experience in a technical call center.
• 2 + years of extensive hands on technical experience or training.
• Experience supporting customers in use of application software.
• Experience with Windows Operating Systems and Apple Operating Systems X and iOS.

Disclaimers

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.

COMPLIANCE & INTEGRITY

Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness' policies and procedures.

All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.

SERVICE & QUALITY

In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors.

WORKPLACE SAFETY

In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately.

Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.

Area of Interest

Information Technology

summary

Benefits Summary

24 Hour Fitness offers benefit programs designed to meet the diverse needs of all team members, including health coverage, as well as Company paid benefits that are automatically provided at no cost, such as group life and accident insurance. There are eligibility requirements for each plan based on your position, hire and/or service date and your average hours worked. Benefit eligible team members may also accrue vacation hours. All 24 Hour Team members, and their eligible dependents, receive a complimentary membership.

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