IT End User Support Specialist II

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. The IT End User Support Specialist II will provide technical support to employees, troubleshoot software and hardware issues, and assist with the installation and support of new technology.

Responsibilities

• Troubleshoot employee’s desktop and/or software and when necessary, work to determine root cause of issue
• Be customer oriented and customer focused
• Work with IT staff to identify network events that affect ABC customers and employees
• Provide regular status updates to management
• Research and recommend products which help in making the employee model successful
• Assisting with the installation and support of new hardware and software
• Providing technical support to users with very different levels of IT knowledge
• Provide Level 2 support to the internal employees and Service Desk Team
• Provides a wide range of support activities ranging from hardware/software issues to forgotten passwords and seeks out ways to minimize repeat occurrences
• Assisting Senior staff with the day-to-day management of various systems
• Working closely with other departments/organizations to analyze requirements or solve problems
• Monitoring and reporting system performance
• Participating in projects as a technical support knowledge base
• Work closely with other teams for problem resolution and project coordination
• Resolve issues submitted to our support ticketing system
• Creating cases for employee computer/software and hardware issues
• Ability to escalate issues to appropriate personnel when needed
• Ability to work as a liaison between employees and other support staff of ABC
• Support and comply with ABC security policies as well as provides input as needed to help keep security processes and policies relevant and up to date
• Arrange for equipment repair on computer systems
• Lead New hire IT orientations for Windows or Mac users
• Perform other duties as assigned by manager or management
• Participate in Desktop On-call Rotation cycle

Skills

• 1+ years of technical support experience
• Strongly developed analytical and troubleshooting/ problem-solving skills
• Detailed oriented and self-starter
• Good communication skills (written and oral)
• Knowledge and experience with Mac and PC hardware and set up
• Ability to service and troubleshoot all aspects of PC hardware and software
• Knowledge and experience with the support of Mac systems, operating issues and their peripherals
• An understanding of managed networks and network storage devices
• An understanding of internet service providers and ability to troubleshoot ISP issues
• An understanding of IT security and compliance
• Flexibility/adaptability – ability to change priorities quickly and often
• Go above and beyond to offer an exceptional level of customer service
• Ability to effectively manage customer's expectations
• Required to work onsite in our Frisco, TX facility at least 3 days per week

Benefits

• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• Medical/Dental/Vision coverage
• EAP – we get you help when you need it. Period.
• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• And more! – so many benefits we couldn’t even fit them all here!

Company Overview

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