Help Desk Support Technician - Hybrid

GoodLife Fitness is seeking a Help Desk Support Technician to provide internal support for Associates regarding technical issues with accounts, hardware, and software. The role involves handling e-mail and ticket support, performing remote troubleshooting, and providing on-site technical assistance.

Responsibilities

• Handles e-mail/ticket support to internal Associates using ticketing system to triage, decipher and resolve various technical issues
• Works as a team in a ticketing queue
• Responds to Associate inquiries
• Escalates and assigns to the proper internal departments
• Provides detailed steps and training on how to use our equipment/software
• Performs remote support using technical remote tools in order to troubleshoot and resolve issues
• Uses industry standard remote connection tools
• Administers technical skill to troubleshoot the issue presented
• Provides phone support to internal Associates remotely using Phone and Ticketing system to record, identify and troubleshoot the reported issue
• Handles inbound calls from internal Associates and onsite technicians
• Performs outbound calls to Associates and Club locations
• Gathers pertinent information over the phone
• Communicates by providing suggestions and resolution steps
• Creates documentation through our ticketing system in order to capture steps required to resolve issues
• Documents common fixes into a Knowledge-Base for the team
• Composes documentation for Associates/end users that we support
• Provides on-site technical support
• Hardware trouble shooting
• Equipment set up
• Special event technical support
• Deskside support
• Inventory management

Skills

• Certifications in the technical field
• 1-3 years in Customer Service/Technical Support
• Computer Hardware & Software knowledge
• Printer troubleshooting
• Network troubleshooting
• Mobile Devices

Benefits

• Ongoing training and development to ensure a long and successful career path
• Career advancement opportunities
• Competitive Total Rewards Package
• FREE Fitness membership
• Fun and energetic atmosphere to come to every day!

Company Overview