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Your purpose
This position is responsible for providing rapid, efficient technical support and day-to-day oversight of all YouFit Gyms technology systems and users, both remotely and in person. The Help Desk Technician serves as the primary point of contact for technology issues across corporate departments and club locations, covering hardware, software, networking, and club-facing systems such as point-of-sale, access control, security cameras, and club management platforms. The role requires excellent listening skills to understand user concerns, sound judgment to prioritize and resolve issues efficiently, and a strong commitment to customer satisfaction in every interaction. Responsibilities include monitoring the health of critical systems, managing user accounts and access, escalating unresolved issues to senior IT staff or vendors, and collaborating across departments to deliver superior service. The successful candidate will represent YouFit Gyms with professionalism and integrity, supporting the company's mission of making fitness accessible to everyone.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Serve as the primary point of oversight for all YouFit Gyms technology systems and end users, including corporate staff and club-level personnel
• Address technical inquiries through email, phone, online chat, ticketing system, or in-person visits
• Monitor the health, performance, and availability of critical systems, including networks, POS/payment systems, access control, security cameras, and club management software
• Provide clear, step-by-step guidance to users during troubleshooting and problem resolution
• Configure, deploy, and maintain hardware and software for new and existing users and locations
• Manage user accounts, credentials, and system access across all locations, including onboarding and offboarding
• Maintain accurate inventory and documentation of IT assets across all club locations
• Educate users on IT systems, tools, and best practices to improve adoption and reduce recurring issues
• Conduct follow-ups with users to confirm issues are resolved and they are satisfied with the service
• Escalate unresolved issues to senior IT staff or third-party vendors and track them through to resolution
• Coordinate with vendors and service providers on system issues, installations, and maintenance
• Relay recurring issues and user feedback to IT leadership to help improve systems and processes
• Assist with IT projects, system rollouts, and upgrades across the organization
• Perform additional duties within the IT department as required
SUPERVISORY RESPONSIBILITIES:
• This job has no supervisory responsibilities
What We're Looking For:
• Exceptional problem-solving and analytical abilities
• In-depth knowledge of computer systems and IT infrastructure, with experience troubleshooting hardware, software, and network issues across multiple locations
• Skilled at simplifying complex technical processes into clear, step-by-step instructions for users of all technical skill levels
• Patient and approachable demeanor, coupled with excellent listening skills
• Proficient in both verbal and written communication
• Dedicated to delivering outstanding customer service to corporate staff and club-level team members alike
• Strong sense of ownership and accountability for the overall health of technology systems
• Comfortable managing and prioritizing a high volume of support requests across multiple locations
• Team player who values constructive feedback and collaboration
• Keen to learn and adapt to new technologies and systems
• Proven experience in IT help desk support, systems administration, or a similar role
• High School Diploma or Equivalent required
• Associate or Bachelor's degree in Information Technology, Computer Science, or related field preferred
• Two (2) to Four (4) years of experience in IT support, systems administration, or a related field, preferably supporting a multi-location business
• Computer hardware, software, and networking: Working knowledge of common operating systems (Windows, macOS), business software, and networking concepts, including user account and access management
• Customer Service Skills: Ability to handle user inquiries and issues with patience, empathy, and professionalism
• Communication Skills: Excellent verbal and written communication skills to effectively interact with users and team members across the organization
• Problem-Solving Skills: Capacity to diagnose and resolve a wide range of technical issues, escalating appropriately when needed
• Organizational Skills: Ability to manage multiple systems, locations, and priorities effectively
• Attention to Detail: Precision in logging tickets, documenting issues and solutions, and following procedures
CERTIFICATES and LICENSES:
• CompTIA A+ certification is highly recommended as it covers fundamental IT skills and is widely recognized
• Microsoft Certified: Modern Desktop / Windows Client certification is beneficial given the Windows-based environment
• CompTIA Network+ or similar networking certification is a plus, given the multi-location systems this role oversees
LANGUAGE SKILLS:
Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write clear, professional correspondence. Ability to effectively present information in one-on-one and small group situations to employees at all levels of the organization.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete and abstract variables in situations where only limited standardization exists.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear, and to use hands and fingers to operate a computer keyboard and other office and IT equipment. The employee is occasionally required to stand, walk, reach with hands and arms, and lift and/or move up to 25 pounds of IT equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is primarily based at YouFit Gyms' corporate/support office, providing remote support to club locations, with occasional on-site visits as needed. The noise level in the work environment is usually moderate.
Get Fit, Get BeneFits: YouFit Gyms Offers More Than Just a Workout! Explore Your Employee Benefits HERE!
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YouFit Gyms provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.