SUMMARY
iFIT's vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their individual fitness journey.
We are currently seeking an ambitious pace-setter to join our team as a IT Service Desk Technician, Tier 3 in Logan, UT.
ROLE COMMITMENTS
Serve as a Subject Matter Expert (SME) in service desk troubleshooting by learning iFIT's tools and applications
Achieve a 95% SLA on Tier 1 & 2 tickets and 90% on Tier 3 tickets
Support the organization's Application Portfolio Management strategy
Be a change agent for innovation and automation in the IT department by looking for opportunities to streamline processes and resolve issues at the root cause
ESSENTIAL DUTIES AND RESPONSIBILITIES Provide support for systems, equipment, and technical issues, ensuring minimal downtime and efficient resolution.
Develop and implement process improvements to increase efficiency and effectiveness within the IT Service Desk.
Maintain and support systems and equipment for employees, including management of software, hardware (Windows and Macs), and mobile devices.
Coordinate with cross-functional teams to resolve complex technical problems, leveraging tools like Microsoft 365, Google Workspace, and InTune.
Provide advanced technical support to ensure hardware and software systems are fully functional and meet business needs.
Manage and track IT assets, ensuring accurate inventory and efficient utilization of resources.
Support identity and access management, including administration of Okta for secure user access.
Education and Basic Qualifications
2+ years of experience in a Help Desk setting, with a focus on Tier 3 support and desktop engineering.
Experience with Okta, Google Workspace, Microsoft 365, and InTune.
Strong problem-solving skills and the ability to work independently in a fast-paced environment.
Excellent communication skills, with the ability to collaborate effectively across teams.
Authorized to work in the United States without sponsorship.
Preferred Qualifications
ITIL Foundations and CompTIA A+ Certifications preferred.
Experience creating Knowledge Base (KB) articles and documenting Standard Operating Procedures (SOPs)
Experience working with an ITSM ticketing system, preferably FreshService
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