IT Support Specialist

Full-time Location : 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011 Job Summary The IT Support Specialist is the first level support role providing professional technical support and exceptional customer service to club and corporate Team Members. The role collects information through customer conversations, accesses support tools, and collaborates with additional staff to implement solutions or escalates problems to the proper department. Essential Duties & Responsibilities Technical Support Provide technical assistance for inquiries related to computer systems, company processes, software, and hardware. Respond to inquiries over phone or via email. Ask probing questions to determine the nature of the problem and walk the Team Member through resolution. Document all interactions via ticketing software. Resolve technical problems with LAN, WAN, and other systems. Assist with locked‑out computer systems. Run diagnostic programs, isolate problems, and implement solutions. Escalate critical issues or outages according to Service Desk policies. Follow up with Team Members to ensure resolution. Customer Service Create a positive customer support experience and build strong relationships through deep problem understanding. Be a single point-of-contact for problem resolution. Meet or exceed Service Level Agreements for Average Speed of Answer, First Call Resolutions, and timely response to aging tickets. Special Projects Research, develop, and complete special projects, either assigned or approved. Participate in training for best practices, customer service, and communication skills. Research, understand, and contribute to the goals of the Information Technology Support Service Department. Perform other duties as assigned. Organizational Relationships The IT Support Specialist reports to the Information Technology Manager, IT Solutions Delivery. The position interacts with all departments and all position levels at 24 Hour Fitness and has no direct reports. Required Qualifications Knowledge, Skills & Abilities Demonstrated ability and desire to learn technology, terminology, customer support processes, and techniques. Strong attention to detail and accuracy in following procedures. Question‑asking and problem‑solving skills. Competency in Microsoft Office Suite (Word, Excel, Outlook). Effective verbal and written communication. Neat and organized work habits. Proficient typing and data entry. Self‑starter, motivated to excel, and adaptable. High ethical standards and integrity. Rapport‑building with Team Members and follow‑up when needed. Availability for occasional to frequent overtime. Availability for a rotating schedule. Minimum Educational Level/Certifications High School Diploma or equivalent (GED) or commensurate training and relevant experience in IT or customer service. Customer service orientation and/or prior customer service training. Minimum Work Experience And Qualifications 1+ year work experience in customer service. Physical Demands/ Environmental Conditions Must occasionally lift or move up to 40 pounds. Normal day‑to‑day operations include using a keyboard, walking, bending, and reaching. Travel Requirement Occasional travel for meetings and club visits. Preferred Qualifications Knowledge, Skills & Abilities Competency in call center tracking tools. Problem‑solving skills, computer skills, and attention to detail. Working knowledge of Windows Operating Systems and Apple Operating Systems X/iOS. Experience with networking, computer hardware, internet, client/server, thin client, and troubleshooting software applications for escalation. Experience with network and stand‑alone printers, routers, switches, modems, laptops, desktops, mobile devices, and PC peripherals. Experience with an Automatic Call Distributor phone system. Knowledge of Remedy Information Technology Service Management Suite. Educational Level/Certifications Bachelor's degree. CompTIA A+ Certification. Cisco Certified Network Associate (CCNA). Helpdesk related training courses. Work Experience And Qualification 2+ years of exceptional customer service experience. 2+ years in a technical call center. 2+ years of extensive hands‑on technical experience or training. Experience supporting customers in using application software. Experience with Windows and Apple operating systems. Disclaimers The above statements describe the general nature and level of work performed by incumbents. This is not an exhaustive list; the incumbent may be expected to perform other duties as assigned. Benefits Summary 24 Hour Fitness offers health coverage, group life and accident insurance, and vacation hours. Eligible team members receive a complimentary membership. Compensation Summary All Employees: Free Club Membership, Employee Assistance Program, basic group life and AD&DD insurance ($10,000), and 401k plan. Average hours or more per week include medical/dental/vision benefits, paid time off, and sickness benefits. Salary ranges vary by location: Los Angeles, Orange County, Seattle ($48,070–$60,088 exempt); Bay Area and New York City ($50,160–$62,700 exempt); San Diego and Carlsbad ($45,144–$56,430 exempt). Functional Group Information Technology #J-18808-Ljbffr