Reports to: Information Technology Support Manager
Department: Information Technology (IT)
Purpose: The IT Support Technician I will install and maintain computer systems and networks aiming for the highest functionality in our Planet Fitness retail locations. This position will also guide users of the methods to use the IT infrastructure appropriately and safely by following the required policies and procedures established by the Director of IT.
Duties and Responsibilities:
· Basic end-user support, including onboarding and offboarding members.
· Utilize the ticketing system to document and prioritize work by constantly monitoring and managing the tickets in the queue and responding to requests in a timely fashion.
· Basic Installation and setup of networks, computers, and peripheral components at presale venues, new clubs, and for Regional Directors, Regional Managers, and other traveling corporate staff members.
· Provide Tier 1 Support, troubleshooting, and maintenance of basic technology implementations.
· Train and support users in new and existing IT systems, policies, and procedures
· Troubleshoot computer, phone, internet, Wi-Fi, audio/video, and security issues.
· Provide status updates and notifications of completion to the IT Support Manager.
· Interface with third-party vendors and technicians.
· Record and maintain documentation of each club’s IT infrastructure/environment.
· Works closely with the IT Support Manager in administering end-user devices, software, and infrastructure support.
· If issues cannot be resolved at this level, escalations to IT Support Technicians II or III are required.
Qualifications:
· High School diploma or equivalent required.
· At least 1-2 years of experience in hardware and software installation/integration is required.
· Must hold a valid state driver’s license, proof of insurance, an acceptable driving record, and reliable transportation.
· Fundamental understanding of computer networks and ability to identify, troubleshoot, and document network connectivity and performance issues.
· Familiarity with software and hardware-based firewalls, anti-virus, anti-malware, and other associated technologies.
· Excellent customer service skills, as well as verbal and written communication skills
· Ability to convey information to internal and external customers in a clear, focused, and concise manner.
· A basic understanding of wireless devices and integrating them into a network is preferred.
· Ability to work independently and as part of a team.
· Exceptional time management skills and problem-resolution skills
· A+ Certification, Network + Certification, and Microsoft Certifications preferred.
Supervisory Responsibility: This position has no supervisory responsibilities.
Work Environment: This job operates either in a professional office environment or remotely to support fitness club locations in an assigned region. This role routinely uses standard office equipment such as computers, photocopiers, fax machines, and phones. The noise level in the work environment may be loud when in the club.
Physical Demands: The physical demands described here are representative of those that a Team Player must meet to successfully perform the essential functions of this job.
· Regularly required to talk or hear.
· Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
· Requires good hand-eye coordination, arm, hand and finger dexterity, including the ability to grasp.
· Prolonged periods of climbing, balancing, stooping, kneeling, crouching or crawling required.
· Required to climb and stand on a ladder approximately 8 feet in height.
· Must frequently lift and move up to 35 pounds and occasionally lift and move objects up to 50 pounds.
· Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Visual acuity to use a keyboard, operate equipment, and read technical information.
Position Type/Expected Hours of Work: This is a full-time, nonexempt position. A nonexempt Team Player is one who is entitled to the minimum wage and/or overtime pay protections of the Fair Labor Standards Act (FLSA).
Standard work days and hours are Monday through Friday, between 8:30 a.m. and 5:00 p.m. This position may work outside of normal business hours, including evenings and weekends.
Travel: 20-60% travel is expected for this position. Must be willing to travel based on company needs to locations outside assigned regions as required. Overnight trips will be necessary when traveling to assist with launching new clubs.
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
