Help Desk Support Technician - Hybrid

Remote role Full-time Open position

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

GoodLife Fitness started in 1979 in London, ON, and has since grown to become the largest group of fitness club chains in Canada and the fourth largest in the world. It was founded in 1979, and is headquartered in London, Ontario, CA, with a workforce of 5001-10000 employees. Its website is http://www.goodlifefitness.com.

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Help Desk Support Technician - Hybrid

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