IT Technician II

Playlist; United States; On-site; USD 42,000 - 55,000; Full time

Job summary

Playlist is seeking an IT Technician II to support employees in accessing corporate credentials, applications, and hardware. The role requires clear communication, troubleshooting skills, and strong customer service as you handle software and hardware issues across Windows and Mac environments.

You will work within the IT Service Operations team to install, configure, and maintain systems, provide timely responses to tickets, and contribute to technical documentation and policy improvements.

Qualifications

• 2+ years of IT experience.
• Experience with Windows and Mac environments.
• Familiarity with identity providers and access control.

Responsibilities

• Serve as the first point of contact for IT support.
• Respond to IT tickets via the ticketing system.
• Provide empathetic, knowledgeable employee support.
• Install, configure and maintain software and hardware.
• Diagnose and troubleshoot software and hardware issues.
• Maintain and update technical documentation.
• Provide feedback on IT policies and workflows.
• Explain technical concepts to non-technical staff.

Skills

Windows OS

Mac OS

Networking

Identity providers

ServiceNow

Endpoint security

MDM tools

Collaboration tools

SaaS lifecycle

Technical research

Communication

Tools

ServiceNow

CrowdStrike

Intune

Jamf

SharePoint

Word

Excel

Slack

Zoom

Job description

About the Company:

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

About The Team

The IT Service Operations team is responsible for the day-to-day IT support for Playlist (Mindbody, Classpass, Booker, Kite). This includes support for hardware, software, SaaS, as well as onboarding & offboarding of employees and contractors.

The Role You'll Play

IT Technician II is part of our support function in IT Operations that plays a critical role by providing timely and accurate technical assistance. This position supports the organization's employees in accessing their corporate credentials, system applications, and hardware. The role requires clear communication, troubleshooting capabilities, and impeccable customer service. Employees in this role are comfortable with all types of software or hardware issues and require minimal support from other team members.

Principal Duties and Responsibilities:

• Serving as the first point of contact for IT support within the organization
• Respond to IT support requests submitted through ticketing system or other support channels
• Provide empathetic and knowledgeable support to employees
• Installing, configuring and maintaining software and hardware
• Diagnosing and troubleshooting software and hardware issues
• Maintaining and updating technical documentation regularly
• Provide feedback around IT policies or processes and suggest new workflows
• Comfortably translate technical concepts to employees

The Experience You’ll Bring

Minimum Qualifications:

• 2+ years of experience working within IT
• Advanced knowledge of both the Windows + Mac operating systems
• Intermediate internet/network troubleshooting capabilities
• Intermediate knowledge of identity providers (azure, okta, etc), distribution groups, security groups, and access control
• Foundational expertise in how systems interact
• Experience working with ServiceNow ticketing workflows
• Experience working with endpoint management or EDRs (Crowdstrike), mobile device management (Intune, Jamf)
• Advanced proficiency with collaboration tools (SharePoint, Word, Excel, Slack, Zoom, etc.)
• Basic understanding of the user account lifecycle in various SaaS apps
• Ability to use the tools and documentation at hand to research solutions for IT problems
• Excellent oral and written communication and documentation skills

Work Environment and Travel Requirements:

• Dexterity of hands and fingers to operate a computer keyboard.
• This position is mostly stationary and will be required to remain stationary for extended periods of time.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderately quiet.

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $42,00 to $55,000.

The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.