IT Support Specialist
24 Hour Fitness
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Job summary
24 Hour Fitness in Carlsbad, CA seeks an IT Support Specialist to deliver first-level technical support to club and corporate Team Members. You will gather information, access tools, and coordinate with specialists to implement solutions and escalate where needed.
Responsibilities include resolving LAN/WAN issues, supporting hardware and software, documenting all interactions, and ensuring professional customer service and timely resolutions.
Qualifications
- 1+ year of customer service experience.
- Strong communication and problem-solving abilities.
- Familiarity with Windows and macOS/iOS environments.
- Proficient in Microsoft Office Suite and data entry.
Responsibilities
- Provide first-level technical support for computer systems, software, and hardware.
- Respond to inquiries via phone or email and document interactions.
- Troubleshoot, diagnose, and resolve issues or escalate as needed.
- Escalate critical problems following Service Desk policies.
- Follow up to ensure issue resolution and customer satisfaction.
Skills
Education
Tools
Job description
Full-time
1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011
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 escalate them to the appropriate department for resolution.
- 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.
- 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.
- 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.
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.
- 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.
- 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.
- 1+ year work experience in customer service.
- 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.
- Occasional travel required for meetings and club visits.
- 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.
- Bachelor's degree.
- Computing Technology Industry Association (CompTIA) A+ Certification.
- Cisco Certified Network Associate (CCNA).
- Helpdesk related training courses.
- 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.
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.
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.
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.
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.
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.
All Employees: Free Club Membership, Employee Assistance Program (EAP), Basic Group Live and AD&D Insurance ($10,000), and 401k Savings and Investment Plan.
Average of 30 hours or more per week: Medical/Dental/Vision Benefits, Paid Time Off, and Sickness Benefits (in addition to the above).
Actual offer may vary from posted hiring range based on location, work experience, and/or education.
Salary range will vary based on geography of the applicant.
Pay Range for Los Angeles, Orange County and Seattle: $48,070.00-$60,088.00 (Exempt), $23.11-$28.89 (Non-Exempt)
Pay Range for Bay Area (California) & New York City (incl. New Jersey): $50,160.00-$62,700.00 (Exempt), $24.12-$30.14 (Non-Exempt)
Pay Range for San Diego & Carlsbad (California) and all other locations: $45,144.00-$56,430.00 (Exempt), $21.70-$27.13 (Non-Exempt)
FUNCTIONAL GROUP Information Technology
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