IT Help Desk Associate

Role overview

The IT Coordinator supports staff across the corporate office and gym locations by delivering prompt, dependable technical assistance. This role also oversees the IT help desk workflow and helps maintain the organization’s core IT systems.

Key responsibilities

• Provide hands-on and remote technical support through in-person visits, phone calls, email, and remote access tools.
• Set up and manage user accounts in Active Directory.
• Create and administer hosted Exchange email accounts.
• Prepare desktops and laptops by imaging, building, and applying the required configuration and software.
• Prioritize support requests based on urgency and impact, and define response expectations accordingly.
• Log, manage, and resolve help desk tickets while escalating issues when needed and following each case through closure.
• Maintain accurate records throughout the ticket lifecycle, including updates, follow-up actions, and final resolution notes.
• Confirm that completed tickets are closed to the user’s satisfaction.
• Travel to gym locations when needed for setup work and on-site troubleshooting.
• Use analytical thinking and troubleshooting methods to identify root causes and implement fixes.
• Handle additional related tasks as assigned.

Skills and technical requirements

• Working knowledge of Microsoft Active Directory user and group administration.
• Experience managing Microsoft 365 email accounts.
• Strong capability in Windows desktop and laptop deployment, imaging, setup, and troubleshooting.
• Hands-on experience with IT ticketing platforms, incident handling, escalation workflows, and documentation practices.
• Comfort using remote support tools and remote desktop solutions.
• Ability to investigate issues, identify underlying causes, and apply effective resolutions.
• Excellent customer service, communication, and organization skills.

Benefits

• Employee discounts
• Wellness resources

Additional information

Flexible work-from-home options are available. This position is employed through an independently owned and operated franchisee, and all hiring decisions are made by that franchise management team. Employment questions should be directed to the local franchise location rather than the parent brand.