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