IT Support Specialist

Provide first-level IT support and customer-focused troubleshooting for club and corporate Team Members on an onsite team.

Responsibilities

• Deliver technical assistance for incoming inquiries and issues involving computer systems, software, hardware, and company processes.
• Support Team Members via phone and email.
• Use probing questions to identify problem scope and guide Team Members through resolution steps.
• Handle inbound calls and emails, place outbound calls and emails as needed, and document all interactions in ticketing software.
• Troubleshoot and resolve issues involving LAN, WAN, and related systems.
• Assist Team Members who are locked out of computer systems.
• Run diagnostic programs, isolate issues, and implement solutions or prepare escalation paths.
• Escalate critical issues or outages according to Service Desk policies and procedures.
• Follow up with Team Members to confirm resolution.
• Act as a single point-of-contact for problem resolution and maintain an exceptional end-to-end customer experience.
• Meet or exceed Service Level Agreements, including Average Speed of Answer, First Call Resolutions, and timely response to aging tickets.
• Research and complete special projects that are assigned or approved.
• Participate in training for Service Desk/Call Center best practices, plus customer service and communication skills.
• Support departmental goals and the mission of the Information Technology Support Service Department.
• Perform other duties as assigned.

Requirements

• Ability and desire to learn technology, support terminology, and customer support processes and techniques.
• Strong attention to detail to follow procedures and enter data accurately.
• Skill in asking probing questions and solving problems.
• Competence with Microsoft Office Suite including Word, Excel, and Outlook.
• Ability to speak and write effectively.
• Neat and organized work habits.
• Proficient typing and data entry skills.
• Self-starter mindset with motivation to excel and willingness to adapt.
• Self-motivated with extremely high levels of ethics and integrity.
• Capability to build rapport quickly and follow up when additional resolution is required.
• Availability for occasional to frequent overtime.
• Availability 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 substitute for minimum education.
• Customer service orientation and/or prior customer service training.

Technologies

• Microsoft Office Suite (Word, Excel, Outlook)
• Windows Operating Systems
• Apple Operating Systems X, iOS
• LAN, WAN
• Remedy Information Technology Service Management Suite
• Automatic Call Distributor phone system

Location

• Carlsbad, CA (onsite)

Compensation

• USD 21 - 30 per hour

Experience & Education

• Minimum experience: 1 year
• Education: High School Diploma or equivalent (General Educational Development) or commensurate training and relevant experience in information technology or customer service may substitute

Organizational Relationships

• Reports to the Information Technology Manager, IT Solutions Delivery.
• Interacts with all departments and all position levels at 24 Hour Fitness.
• No direct reports.

Physical Demands / Environmental Conditions

• Occasionally lift and/or move up to 40 pounds.
• Normal day-to-day business operations including keyboard use, walking, bending, and reaching.

Travel Requirement

• Occasional travel for meetings and club visits.

Preferred Qualifications

• Competency in call center tracking tools.
• Problem solving skills, computer skills, and attention to details.
• Working knowledge of Windows Operating Systems and Apple Operating Systems X and iOS.
• Working knowledge and training in networking, computer hardware, internet, client/server, thin client, and troubleshooting software application issues for escalation.
• Experience supporting network and stand-alone printers, routers, switches, modems, laptops, desktops, mobile devices, and 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.
• CompTIA A+ Certification.
• Cisco Certified Network Associate (CCNA).
• Helpdesk related training courses.
• 2+ years 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.

Compliance & Integrity

• Maintain privacy and confidentiality of information.
• Protect organizational assets and act with ethics and integrity.
• Report non-compliance and adhere to applicable federal, state, and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness policies and procedures.
• Directors, Managers, and Supervisors are accountable for communication, implementation, enforcement, monitoring, and oversight of compliance policies and practices in their departments.

Service & Quality

• Consistently demonstrate service behaviors and principles defined by 24 Hour Fitness.
• Support departmental and organizational initiatives.
• Demonstrate the knowledge, skills, abilities, and behaviors needed to provide superior and culturally sensitive service to members, team members, contracted providers, and vendors.

Workplace Safety

• Work safely by following established policies and procedures and reporting injuries and hazards to your supervisor immediately.
• Supervisors and Managers ensure safety performance, apply consistent practices in compliance with federal, state, and local regulations, and provide guidance to maintain a safe and healthy work environment.

Disclaimer: Responsibilities described are intended to reflect the general nature of work performed and are not exhaustive. Other duties may be assigned as business needs change.