Tier 1 Service Desk Technician

El Cap; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

A leading climbing gym network is seeking a Tier-I Service Desk Technician to provide IT support and customer service. This full-time role requires technical expertise, strong communication skills, and flexibility. The position offers a salary range of $45,000 to $55,000 and generous benefits including comprehensive medical plans and unlimited PTO. Join the team and contribute to an engaging and supportive environment focused on growth and connection.

Benefits

Comprehensive medical, dental, vision, life, and disability

Unlimited PTO

Free membership of all Movement gyms

Qualifications

• Technically capable with strong organizational skills.
• Ability to work both independently and collaboratively.
• Familiarity with operating systems like Windows and MacOS.

Responsibilities

• Serve as the initial point of contact for IT support requests.
• Diagnose basic technical issues and maintain documentation.
• Deliver high-quality customer service and manage user expectations.

Skills

Customer service skills

Problem-solving

Clear communication

Technical knowledge

Ability to multitask

Education

Associate’s Degree in IT or Computer Science

Tools

Ticketing systems (e.g., ManageEngine, Zendesk)

Job description

About Us

At Movement, we embrace the core values of Growth, Connection, and Integrity. We're more than just a climbing gym; we are a community focused on creating exceptional experiences in climbing, yoga, and fitness. Our mission is to encourage growth, foster connection, and transform individuals and communities through the experience of movement. As the nation’s largest network of climbing gyms, we operate across California, Colorado, Illinois, Maryland, New York, Oregon, Philadelphia, Texas, and Virginia. We're building an extraordinary team committed to driving the growth of our business, enhancing our value to members, and shaping the future of the climbing and fitness industry.

By expanding our community, we not only create rewarding career paths but also work to continually improve the member experience, ensure long-term sustainability, and give back to the communities we serve. If you share our passion and mission, we’d love to have you join us in defining the future of the climbing industry!

Job Summary

We are seeking a highly skilled, motivated, and flexible professional Tier-I Service Desk Technician who will play a key role in our technology team. This This full-time, salaried (exempt) role follows a standard Monday–Friday, 8:00 a.m.–5:00 p.m. schedule, with additional on-call coverage included in salary compensation as business needs arise.

As a Tier-I Service Desk Technician, you are the first point of contact for team members’ technical support, you will be responsible for diagnosing and resolving basic technical issues, delivering high-quality and consistent customer service, and escalating more complex problems to higher-tier support when appropriate. The ideal candidate brings sound judgment, adaptability, and a team-first mindset, with the flexibility to step in when critical issues require attention. Hours and on-call needs vary; flexibility is expected as part of the role.

What You'll Be Doing

• Incident Management
  • Serve as the initial point of contact for IT support requests via phone, email, or chat. Log and track all incidents and service requests in the ticketing system.
• Basic Troubleshooting
  • Perform initial diagnostics and provide solutions for common technical issues related to hardware, software, telephone, audio, CCTV, and network connectivity.
• User Support
  • Assist users with password resets, account unlocks, and basic software installations and configurations.
• Documentation
  • Maintain detailed records of issues and resolutions. Create and update knowledge base articles and FAQs.
• Escalation
  • Identify and escalate unresolved or complex issues to Tier-II or higher support teams in a timely manner.
• Customer Service
  • Deliver high-quality customer service by communicating effectively with users, managing their expectations, and ensuring a positive support experience.
• Monitoring
  • Monitor system alerts and notifications to proactively address potential issues before they impact users.
• Compliance
  • Adhere to IT policies and procedures, ensuring that all actions and solutions comply with organizational standards and guidelines.
• Other
  • Travel may be required through infrequent and on rare occasions
  • Hours and on-call needs vary; flexibility is expected as part of the role.
  • Other duties as assigned

What You'll Bring to The Role

• Prefer Associate’s Degree in IT, Computer Science, or technical field and/or IT certifications (i.e.: CompTIA A+, ITIL, Microsoft 365, etc.)
• Technically capable and a self-starter with strong organizational, interpersonal and customer service skills, both written and verbal
• Clear communication, patience, problem-solving, and ability to follow documented processes
• Ability to multitask, work under pressure and meet timelines on deliverables
• High proficiency/experience working within a ticketing system, like ManageEngine, Zendesk, Service Desk Plus, etc.
• Basic technical knowledge of laptop/desktop hardware, remote support tools and associated diagnostic tools to perform diagnostics
• Basic knowledge in operating systems (windows, MacOS, Apple iOS) and common software applications to perform basic troubleshooting.
• Ability to work both independently and within a team. Willing to collaborate, share ideas openly and learn.
• Demonstrated understanding of, sensitivity to, and respect for working in a highly collaborative environment with diverse populations
• A personal commitment to embodying and upholding Movement's core values of Growth, Connection and Integrity

If you are a talented and motivated Tier-I Service Desk Technician there’s no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative and excels in teamwork. Join our team and contribute to the success of our organization by utilizing your expertise.

We believe that a diverse set of backgrounds and experiences make our team stronger. Even if your background doesn’t 100% match the qualifications listed above, we encourage you to apply and share how your unique experience and transferable skills would make you successful in this role.

Additional Details

• Employment Type: Full-time, Remote, Exempt, Salaried
• Schedule: Standard work schedule of (Mon–Fri, 8:00 a.m.-5:00 p.m.), and it requires additional on-call availability as business needs arise. On-call responsibilities are considered part of the regular duties of this position and are included in the salary compensation.
• Salary Range: $45,000.00 – $55,000.00, depending on skills and hands on experience.

Benefits

• Comprehensive medical, dental, vision, life, and disability
• Unlimited PTO
• Parental and bonding leave
• 401k
• Employee Assistance Program
• Free membership of all Movement gyms, guest passes, pro-deals, and retail discounts

Movement is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Movement is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.